AccountId: 011433970860
ContactId: 031742d6-8d5a-47dd-b192-4caca9f675c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1523479 ms
Total Talk Time (AGENT): 501881 ms
Total Talk Time (CUSTOMER): 317344 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/031742d6-8d5a-47dd-b192-4caca9f675c6_20250307T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, could you please tell me your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and my last initial is [PII]. Could you assist me with the claim?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] No, my cabin
[AGENT][NEUTRAL] [PII], OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's 012.
[CUSTOMER][NEUTRAL] 21549 M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] OK. Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, and so you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was that date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] The services [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] $460.
[AGENT][NEUTRAL] OK, thank you. And what was the balance after primary insurance processed the claim?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the balance after the primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Taking a look on that one, just a moment.
[CUSTOMER][NEUTRAL] Uh, the amount paid by the primary insurance is $37.08 and uh
[CUSTOMER][NEUTRAL] Uh that's the over 1861.
[CUSTOMER][NEUTRAL] 161, just a moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Wait a moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm just calculating that one.
[CUSTOMER][NEUTRAL] $80 as
[CUSTOMER][NEUTRAL] La amount.
[AGENT][NEUTRAL] OK, give me one moment and while I'm looking up claim information, to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And give me one moment.
[CUSTOMER][NEUTRAL] Am then.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, can you uh repeat the uh after that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. I'm showing the claim process and I'm sorry?
[CUSTOMER][NEUTRAL] And how much time?
[CUSTOMER][NEUTRAL] Uh, how much time it will take to.
[CUSTOMER][NEUTRAL] Uh, register for this portal.
[AGENT][NEUTRAL] I'm sorry, how long would it take for what again?
[CUSTOMER][NEUTRAL] Uh, for the registration of this portal.
[AGENT][NEUTRAL] Once you set up you and set up a username and password, then you should be able to get on there.
[CUSTOMER][NEUTRAL] And just in that case we don't have any access right now so how much time it will take to uh.
[CUSTOMER][NEUTRAL] Register for uh uh to get the access of the portal.
[AGENT][NEUTRAL] It wouldn't take that long. You just need your tax ID number, patient account number, and from there you'll be able to set up a username and password. Once you set up your username and password, then you're on the site.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So as soon as you set up your username and password, you have access.
[CUSTOMER][NEUTRAL] Taking a look, just a moment if I am able to get do that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, is it the patient account number as the member ID?
[AGENT][NEUTRAL] No, the patient account number is the number that you have that y'all assigned to the claim, whether for hickA or UB. It should state what information is needed on that, uh, given examples. Give me one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you look under where it asks for a tax ID patient account number, it says the patient account number must match the number you listed on the submitted claim form. The patient account number can be found on the following locations for Form UBO4 shown in box 3A and Form CMS 1500 shown in box 26.
[CUSTOMER][NEUTRAL] OK, just a moment, I'm pulling up the.
[CUSTOMER][NEUTRAL] It's 21 ED1.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] What is the issue.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and which box number the account number?
[CUSTOMER][NEUTRAL] As mentioned.
[AGENT][NEUTRAL] This is for the facility or physician?
[CUSTOMER][NEUTRAL] It's for the facility.
[AGENT][NEUTRAL] OK, then it would be in box 3A under patient control PAT. CNTL number.
[CUSTOMER][NEUTRAL] Uh, box 3.
[CUSTOMER][NEUTRAL] 3A, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 18.
[CUSTOMER][NEGATIVE] No there is no 3A box in this.
[CUSTOMER][NEUTRAL] in this form.
[AGENT][NEUTRAL] Do you see a JZ dash or 102695?
[AGENT][NEUTRAL] Are you looking at the UVO4 form for the facility or is this for physician?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's for Excel physical therapy and sports rehab.
[AGENT][NEUTRAL] Uh-huh. On the claim form that you're looking at, what is the claim form number at the bottom left or bottom right corner?
[CUSTOMER][NEUTRAL] It's for facility.
[CUSTOMER][NEUTRAL] It's O M O M D.
[CUSTOMER][NEUTRAL] Aro OMB.
[CUSTOMER][NEUTRAL] Physician or supplier information.
[CUSTOMER][NEUTRAL] I'm not getting what you are asking for, but I'm not able to find the account number on the claim form.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the form you have is not a facility physician form. If you look.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And box 26. Do you see box 26 where it says patient account number? That is the patient account number you need to set up on the USOSC.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yes, yeah, got it. Mhm.
[CUSTOMER][POSITIVE] Yeah, I got it. Thank you.
[AGENT][NEUTRAL] So that tax ID number and that patient account number.
[CUSTOMER][NEUTRAL] Got it. No user was found with this information that was entered, and please try again later.
[AGENT][NEUTRAL] Uh, as far as the patient account number, do JZ space and then the number. Let's see if that works.
[CUSTOMER][NEUTRAL] Option for
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] J Z space.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, there is no mentioning of this.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Well, anyway, um, I do show the claim was processed and a check was mailed in the amount of $80.
[CUSTOMER][NEGATIVE] It's not working.
[CUSTOMER][NEUTRAL] OK, just a moment. I'm not ready. uh, OK, go ahead, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, when did you receive this plane?
[AGENT][NEUTRAL] Uh, this claim was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when did you process it?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK, and how much you paid for this name?
[AGENT][NEUTRAL] $80.
[CUSTOMER][NEUTRAL] OK, and how did he make a payment?
[AGENT][NEUTRAL] Uh, it was sent by a paper check.
[CUSTOMER][NEUTRAL] What's the check number?
[AGENT][NEUTRAL] 2023516.
[CUSTOMER][NEUTRAL] What's the issue date of the check?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you have the clear date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is it a bulk, check or single?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] OK, what's the claim number?
[AGENT][NEUTRAL] 3,553,250.
[CUSTOMER][NEUTRAL] 3,553,250, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can we move to the next day or so?
[AGENT][NEUTRAL] Is this for the same patient?
[CUSTOMER][NEUTRAL] Yes, it's for the same number.
[AGENT][NEUTRAL] OK, date of service, amount of the charge.
[CUSTOMER][NEUTRAL] Yeah, [PII], the amount is $190 even.
[AGENT][NEUTRAL] Balance after primary?
[CUSTOMER][NEUTRAL] $63.
[CUSTOMER][NEUTRAL] And 1 cent.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, uh so this claim page 6301. This was received on, give me a moment.
[AGENT][NEUTRAL] Uh, received on [PII], processed on [PII], and like I said, a check was mailed in the amount of 6301.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the check number?
[AGENT][NEUTRAL] 2023515.
[CUSTOMER][NEUTRAL] They should date [PII], right?
[AGENT][NEUTRAL] Correct, and the check clear [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. What's the claim number?
[AGENT][NEUTRAL] 3553256.
[CUSTOMER][NEUTRAL] 35532516, right?
[AGENT][NEUTRAL] No, 3553256.
[CUSTOMER][NEUTRAL] OK. And is it a bulk or single?
[AGENT][NEUTRAL] Single, any checks we send our single checks.
[CUSTOMER][NEUTRAL] OK. And next date of service is [PII], and the bill amount is $255.
[AGENT][NEUTRAL] Balance after primary?
[CUSTOMER][NEUTRAL] $80.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, a moment showing a claim paid the $80.
[AGENT][NEUTRAL] Uh, this was also processed on. Give me a moment.
[AGENT][NEUTRAL] 142.
[AGENT][NEUTRAL] Uh, claim received [PII], processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the checking number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The show that
[AGENT][NEUTRAL] And it looks
[AGENT][NEUTRAL] [PII] and it showed the check cleared on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, what's the claim number?
[AGENT][NEUTRAL] Uh, the claim number is 3555142.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next state of services.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Amount of the charge?
[CUSTOMER][NEUTRAL] $255 even and $80 leftover amount.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and I show this claim also paid $80.
[AGENT][NEUTRAL] And this was processed on [PII], or I'm sorry, received [PII], processed on [PII].
[AGENT][NEUTRAL] The check number is 2023959.
[CUSTOMER][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] And what's the clear date?
[AGENT][NEUTRAL] Uh, check cleared on [PII].
[CUSTOMER][NEUTRAL] What's that claim number?
[AGENT][NEUTRAL] 355-5148
[CUSTOMER][NEUTRAL] Next date of service is [PII] and the bill amount is $255.80 dollars is the leftover amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show that claim received [PII], processed on [PII].
[AGENT][NEUTRAL] Any amount of $80.
[AGENT][NEUTRAL] Check number is, give me one moment.
[AGENT][NEUTRAL] 202-3962
[AGENT][NEUTRAL] And the check cleared on [PII].
[AGENT][NEUTRAL] Claim number 3555175.
[CUSTOMER][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, like data services, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the amount the same left over $80.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I show that claim also paid $80.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, the claim was received on, give me a moment.
[AGENT][NEUTRAL] Uh, received on [PII], processed on [PII].
[AGENT][NEUTRAL] Check number is 2023965.
[AGENT][NEUTRAL] And the clear date is?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 355-5181.
[CUSTOMER][NEUTRAL] Next date of service is [PII] and the Mountain.
[CUSTOMER][NEUTRAL] Everything seems
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I show this claim processed and paid the $80. Uh, the claim was received on [PII], processed on [PII].
[AGENT][NEUTRAL] Check number 202-7170.
[AGENT][NEUTRAL] And the check clear date, one moment.
[CUSTOMER][NEUTRAL] Sorry, can you repeat the check number?
[AGENT][NEUTRAL] 202-7170.
[AGENT][NEUTRAL] And this check cleared on [PII].
[CUSTOMER][NEUTRAL] Claim number, please?
[AGENT][NEUTRAL] 3561793.
[CUSTOMER][NEUTRAL] That sort of services.
[CUSTOMER][NEUTRAL] [PII], well the amount is $250 even and the leftover amount is $79.44.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Uh
[AGENT][NEUTRAL] Excuse me, show the claim received [PII], processed on [PII].
[AGENT][NEUTRAL] Check was mailed in the amount of $79.44 excuse me, 44 cents.
[AGENT][NEUTRAL] The check number is 2027559.
[AGENT][NEUTRAL] Check cleared on [PII].
[CUSTOMER][NEUTRAL] Your date please.
[CUSTOMER][NEUTRAL] And what's the claim number?
[AGENT][NEUTRAL] 3563446
[CUSTOMER][NEUTRAL] OK. Last date of service is [PII], so [PII].
[AGENT][NEUTRAL] I'm sorry, I can't hear you. Say again.
[CUSTOMER][NEUTRAL] And everything is same.
[CUSTOMER][NEUTRAL] [PII] and everything is the same as previous one.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so an amount of 250 balance after 7944?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I show this claim processed on February or received [PII], processed on [PII], and a check was mailed in the amount of 7944.
[AGENT][NEUTRAL] The check number is 202-7175.
[AGENT][NEUTRAL] And I show the check cleared [PII].
[AGENT][NEUTRAL] And the claim number is 3561795.
[CUSTOMER][NEUTRAL] And what's the check mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Are you able to uh send the ID for all the claims?
[AGENT][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Are you able to send the UBs for all the claims which we have discussed?
[AGENT][NEUTRAL] Sure, since you cannot get on the OSC, what's your fax number?
[CUSTOMER][NEUTRAL] My fax number is [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] So, uh, please send the UV, uh, for all the claims, uh, total 9 claims we have discussed, and what is the reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't give reference numbers, you may use my name on today's date.
[CUSTOMER][NEUTRAL] OK. And how much time will I, uh, will it take to receive the
[AGENT][NEUTRAL] It will be before the end of the day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day. Take care.
[AGENT][POSITIVE] Mhm. You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Oh