AccountId: 011433970860
ContactId: 165e48fc-f1b5-41d3-9815-c69f7035ca61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333079 ms
Total Talk Time (AGENT): 150790 ms
Total Talk Time (CUSTOMER): 77918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/165e48fc-f1b5-41d3-9815-c69f7035ca61_20250411T17:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting BPO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking for the claims.
[AGENT][NEUTRAL] I can help with the claim status to show. What's the policy number, please?
[CUSTOMER][NEUTRAL] Yes, OK. Sure, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Give me a moment, sorry.
[CUSTOMER][NEUTRAL] 02137497 M. Mike Lima 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is that policy, I mean, excuse me, what is that, uh, um, data service that we're looking for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. The amount is $205. Will you please spell your name?
[AGENT][NEUTRAL] It's [PII] OK, let me see if I don't have this for you. Give me just a minute here.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Um, I'm just looking for your claim right now. Excuse me just a moment.
[AGENT][NEUTRAL] OK, it looks like we received that we processed that claim on the [PII], um.
[AGENT][NEUTRAL] Your claim number is 358.
[CUSTOMER][NEUTRAL] When you
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] It looks like we received your claim on the [PII] and we processed it on the [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 4420.
[CUSTOMER][NEUTRAL] Hold a minute, ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 225.
[CUSTOMER][NEUTRAL] OK. The claim number is 358,440.
[AGENT][NEUTRAL] Um, yes, it's 358.
[AGENT][NEUTRAL] 4420.
[AGENT][NEUTRAL] And it looks like a check.
[AGENT][NEUTRAL] For 10 excuse me, $107.90 has been sent out and I can give you the check number if you like.
[CUSTOMER][NEUTRAL] $107.90.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So you received the claim on [PII], processed on [PII].
[AGENT][NEUTRAL] Um, no, uh, we, we received the, um, we received the check, excuse me, we received the claim on [PII].
[AGENT][NEUTRAL] 2025 and we processed it on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2025. Your claim number is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 358.
[AGENT][NEUTRAL] 4420.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A a single paper check.
[AGENT][NEUTRAL] Check number 203.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 6977 and the amount of $107.90 was sent out at that time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, that was, that was just sent out. Mhm.
[CUSTOMER][NEUTRAL] Issued it
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's today.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there any other claiming?
[CUSTOMER][NEUTRAL] Still outstanding or it is cleared?
[AGENT][NEUTRAL] Uh, well, the check has just been sent out. It it was just sent out on the [PII], so it's, uh, it's probably still on its way to you. That was a week ago.
[CUSTOMER][NEUTRAL] Pay to address.
[AGENT][NEUTRAL] I, I'm sorry?
[CUSTOMER][NEUTRAL] Pay to orders.
[AGENT][NEUTRAL] Oh, the pay to, OK, let me just check.
[AGENT][NEUTRAL] OK, it looks like the check uh was sent out to um
[AGENT][NEUTRAL] Bay Area Hospitalist.
[AGENT][NEUTRAL] Let me see if I can get the address for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like the check went to [PII].
[CUSTOMER][NEUTRAL] What was the a of the paid amount in this claim?
[AGENT][NEUTRAL] It's $107.90.
[CUSTOMER][NEUTRAL] So the allowed on the paid amount is $107.90.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] With no patience responsibility.
[AGENT][NEUTRAL] Well, I, that's, that is how much their deductible, co-payment or co-insurance was. if there's any uh more uh that is due, that would be between the provider and the
[AGENT][NEUTRAL] And the insured, um, our contractual obligation was that with this check.
[AGENT][NEUTRAL] That that's all that we're going to pay, let me put it that way.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I have the reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference.