AccountId: 011433970860
ContactId: 0aee241c-4e1c-4bb2-849d-3039673e99aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422809 ms
Total Talk Time (AGENT): 172965 ms
Total Talk Time (CUSTOMER): 117438 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/0aee241c-4e1c-4bb2-849d-3039673e99aa_20250318T21:07_UTC.wav
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[AGENT][POSITIVE] Good morning. I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, check status on some claims, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. And what is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02487944
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, it would be my pleasure to help you with that claim status, [PII]. What is the data do you have one claim for [PII] or several?
[CUSTOMER][NEUTRAL] Several.
[AGENT][NEUTRAL] Alright, and what is that data service?
[CUSTOMER][NEUTRAL] 226 of 24 $622.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] I did receive some claims on the [PII].
[AGENT][NEUTRAL] But I don't have a claim processed for 226-24. Do you know when those claims were submitted?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Oh, I didn't go to you.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And what's
[CUSTOMER][NEUTRAL] The next one didn't. OK, the first one that went to you, let's see.
[CUSTOMER][NEUTRAL] would have been
[CUSTOMER][NEUTRAL] 8:15 of 24.
[AGENT][NEUTRAL] Oh, you sent it in [PII].
[CUSTOMER][NEUTRAL] No, the data service, it would have been the first data service, yeah, that that would have gone, gone to you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] OK, yeah, I don't have a claim that's been processed for that data service. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm seeing I'm gonna try to pull up these claims that are in line to be processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, if you could just tell me the date of service, yeah.
[AGENT][NEUTRAL] So let me see.
[AGENT][NEUTRAL] Um, give me those dates of service and because of course they're not gonna come up in order, right? What's the dates? So we've got an [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we had a [PII]. Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what were the other day
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on just a second, so we got 12345 claims in line to be processed. What's the name of the facility?
[CUSTOMER][NEUTRAL] Osh OSH Pain Management Associates or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's taken me quite a while, so bear with me just one second.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OSC oh I can't do it. OSH man. That's afternoon time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] And I have one for data service.
[AGENT][NEUTRAL] 113.
[CUSTOMER][NEUTRAL] Yes, uh huh, 113 25, uh huh.
[AGENT][NEUTRAL] 25. OK, so that one's in line to be processed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check this next one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1121 24.
[CUSTOMER][POSITIVE] Mhm. Yes, that's right.
[AGENT][NEUTRAL] OK, so that one's in line to be processed.
[AGENT][NEUTRAL] We're working through them.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm we are
[AGENT][NEUTRAL] 8:15 24 is in line to be processed.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And last one that I have in line to be processed is.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] I have to do a little encouragement talk every now and then.
[AGENT][NEUTRAL] Um, 9 1824, those are the only ones I have on file.
[CUSTOMER][NEUTRAL] And we don't have any that you've ever processed?
[AGENT][NEUTRAL] Hm, let's take a look at these.
[CUSTOMER][NEUTRAL] These are just pending and.
[AGENT][NEUTRAL] Yeah, those are that we just received on [PII]. Let me check these claims for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That we processed.
[AGENT][NEUTRAL] Yeah, I don't have any on file that we've processed for the OSH. Oh, I did it pain management.
[AGENT][NEUTRAL] Now you can
[CUSTOMER][NEUTRAL] Yeah, we're on the
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] We're on the pro we're on the professional side, so you might have some for OSH for spine Hospital, but I'm on the other side, so yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] The ones that uh you've given me that are in process, I will rebuild the other ones to you.
[AGENT][NEUTRAL] Yeah, and you can fax them of course we will need the primary EOBs for each data service as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's your fax number please?
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK, I can do that. Well, great, thank you very much for your help. I really do appreciate it.
[AGENT][POSITIVE] It's my pleasure. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I don't think so. Thank you.
[AGENT][POSITIVE] And thank you for calling APL [PII] have a wonderful evening.