AccountId: 011433970860
ContactId: 1955daf0-93a7-47ce-a6b4-df38b5b290f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645609 ms
Total Talk Time (AGENT): 143564 ms
Total Talk Time (CUSTOMER): 98097 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1955daf0-93a7-47ce-a6b4-df38b5b290f3_20250331T15:02_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office.
[AGENT][NEUTRAL] How may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I just want to check my claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with kind of status, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] May I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's Urology of Saint Louis.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah it's 01897865.
[AGENT][NEUTRAL] OK. Thank you. One moment. Let me pull that information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK perfect and what is the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] It's [PII] and the total charge amount is $431 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so [PII] for 431. Let me see if I can find this claim for you and for future, you can check claim status online through our website at [PII] and that's just optional. And do you know the procedure codes?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's 99213.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] I'm waiting on the you'll be.
[AGENT][NEUTRAL] OK. So it looks like we processed the claim on [PII] and we send a benefit amount of $75 for code 99213. That is the maximum payable under this policy for an office visit. With that payment, the benefit has been exhausted for the day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The service.
[CUSTOMER][NEUTRAL] Yeah, uh, could you please repeat the process date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um, may I know the mode of payment?
[AGENT][NEUTRAL] Is a check, single check, paper check?
[CUSTOMER][NEUTRAL] Check, uh, it's it's single or bulk?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] May I know the check number?
[AGENT][NEUTRAL] Sure, that is 203-1076.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] May I know the issue date of the check?
[AGENT][NEUTRAL] The same date as the process date.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh, this is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, and it has been cleared or not?
[AGENT][NEUTRAL] Um, I can check, I can check and see if I can find that information. Um, do you mind holding for me? I'm gonna have to search on that, OK?
[CUSTOMER][NEUTRAL] May I know the clear date?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[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. Thank you for being patient for me, Mr. [PII]. OK is still showing outstanding in our system.
[CUSTOMER][NEUTRAL] Yeah, OK. So you can't find that, right?
[AGENT][NEUTRAL] It's uh doesn't appear to be clear yet. It may be not recorded just yet because it was done the same month, so yeah, it's, it's appearing not clear. Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Uh.
[CUSTOMER][POSITIVE] OK. Thank you so much. So may I know your name, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much. So can I get the claim number?
[AGENT][NEUTRAL] Sure, the claim number is it's 3571264.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] OK. Can I get the card reference number, sir?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Mr. [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance. Have a nice day. Bye.
[AGENT][POSITIVE] OK. You as well thank you for calling APR. Have a good day, Mr. [PII]. Goodbye.