AccountId: 011433970860
ContactId: 040ea069-0aa4-4768-ae83-dc770bb748b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 741229 ms
Total Talk Time (AGENT): 159548 ms
Total Talk Time (CUSTOMER): 153549 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/040ea069-0aa4-4768-ae83-dc770bb748b6_20250326T17:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, very good afternoon. This is [PII] from provider office.
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for a claim review.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claim status. And how do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] 02433284.
[AGENT][NEUTRAL] Thank you. One moment, let me pull this information.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] And date of birth is [PII] and total charge amount is $48.
[AGENT][NEUTRAL] OK, so let me go ahead and see if I can find this claim, [PII] of $25 for $48. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And bear with me.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, uh, do you know what's the procedure code?
[CUSTOMER][NEUTRAL] E. 0601.
[AGENT][POSITIVE] Yeah, OK, thank you.
[AGENT][NEUTRAL] OK, I'm waiting on the EOB to pull up. OK, one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we received the claim on [PII] and processed on [PII].
[AGENT][NEUTRAL] And we send a benefit amount of $39.56 to the provider.
[CUSTOMER][NEUTRAL] Uh, receiving details?
[AGENT][NEUTRAL] [PII] is when we received it.
[CUSTOMER][NEUTRAL] And the processing date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And pay date?
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] It's the same as the process date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this paid by check or EFT?
[AGENT][NEUTRAL] It was a check, a single check, a paper check?
[CUSTOMER][NEUTRAL] And can I get the check number?
[AGENT][NEUTRAL] Yes, 202-9729.
[CUSTOMER][NEUTRAL] Check it.
[AGENT][NEUTRAL] The same as the processed date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you fax me the EOB?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To our attention?
[AGENT][NEUTRAL] To what attention?
[CUSTOMER][NEUTRAL] Mm, for checking that, uh, all the information is uh correct or posting of payment on the BT.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, no, no. What attention? So what name? um, do I put it under your name or what attention you want me to put in the fax?
[CUSTOMER][NEUTRAL] OK, OK, OK. [PII] home [PII].
[AGENT][NEUTRAL] OK. All right. Let me go ahead and send this out to you. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Yeah, I went ahead and send that over to you. It should be there in the next few minutes. Is there anything else I'm gonna help you with today?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, I'm looking for a claim number for the same patient.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I I'm audible?
[AGENT][NEUTRAL] You need to
[AGENT][NEUTRAL] You need the claim number for this one or you're looking for another claim?
[CUSTOMER][NEUTRAL] No, no, no, for the same one.
[AGENT][NEUTRAL] OK. 356-868-2.
[CUSTOMER][NEUTRAL] Is this 356-828-2?
[AGENT][NEUTRAL] No, 356-868-2.
[CUSTOMER][NEUTRAL] 642. Uh, can you reconfirm it? I just missed.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you repeat it for me? Little slow.
[AGENT][NEUTRAL] Can
[AGENT][NEUTRAL] OK, that is 35.
[AGENT][NEUTRAL] 356.
[AGENT][NEUTRAL] 8682.
[CUSTOMER][NEUTRAL] OK. And this was received on [PII] and processed on uh [PII], paid amount 39.56 $39.56. And check number is 2029729, right?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Uh, and, uh, may I know your name, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh when I estimated to get the UV actually, I already called uh to your department. Yeah. Uh actually, I already called uh maybe before 2 hours and they said the same info but I didn't receive yet the UV that's why I'm calling back to you. OK, no issues. And the call reference?
[AGENT][NEUTRAL] In a few minutes.
[AGENT][NEUTRAL] We don't have a reference numbers, so you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. Thank you, sir. Have a good day. Bye for now.
[AGENT][POSITIVE] You as well, and thank you for calling APR. Have a good day. Bye-bye, [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.