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ContactId: 1dda68a8-6923-4ac8-ad52-6902842e5e2d
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LanguageCode: en-US
Total Conversation Duration: 191339 ms
Total Talk Time (AGENT): 111677 ms
Total Talk Time (CUSTOMER): 70305 ms
Interruptions: 1
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Redaction Types: PII
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, how you doing? This is [PII]. Um, I'm calling because I was getting ready to submit a claim soon and you guys told me I needed certain codes. So I called her the position to get the codes, but, um, some of the things I was gonna file for, she said and then I have a DS code. It had a revenue code which was equivalent to the DX code, and I just wanted to see, I was, that was my question about that.
[CUSTOMER][NEUTRAL] Is that the same thing like, is that fine to put on the claim when I file the revenue code?
[AGENT][NEUTRAL] The revenue code and the DX code is different. The revenue code is for a facility bill, which is indicating if they were in the hospital, out of the hospital, or in the emergency room. The diagnosis code is the reason of that visit, and I believe I spoke with you earlier in regards to that.
[CUSTOMER][NEUTRAL] Right, correct. OK, so that means she gave me the wrong.
[AGENT][NEUTRAL] Yes. The diagnosis.
[AGENT][NEUTRAL] Yes. Just let her know that you need that diagnosis code for the date of service and just tell her the diagnosis code which will be that ICD 10.
[AGENT][NEUTRAL] And if that person don't know what it is, you just request to speak with someone in billing.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Can you repeat the last part you said tell her that the diagnosis code was what?
[AGENT][NEUTRAL] That ICD 10.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Yes, you just tell her you need the ICD 10 for that date of service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, because she told me it wasn't on there. She said that that.
[CUSTOMER][NEUTRAL] So when they sent me, it did not have a diagnosis so it had a revenue total.
[CUSTOMER][NEUTRAL] It like it kills fevers.
[AGENT][NEUTRAL] OK. So, what department was she in? You will have to speak with someone else because if she's just answering the phone, she may not be able to see that in the system. There, the doctor is gonna always have to submit a bill with a diagnosis code because that would be the reason of that visit.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So if you, if you're speaking with the facility, ask if you could speak with someone in the billing department or something like that.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I have to call the actual office.
[AGENT][NEUTRAL] Go ahead
[CUSTOMER][NEUTRAL] Do I have to contact the actual hospital?
[AGENT][NEUTRAL] Yes, if the, if it was a facility that rendered that services, you would ask to call that facility.
[AGENT][NEUTRAL] The provider was just the person that was at the doc at the, the doctor was the person that was there at that time. But if it was a facility that the person was in, in, in, in, you would have to contact that facility to get that diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] Yes, now, just say for instance if it was an office visit or something done within an office setting, then you will contact that physician. But if it was a facility state or an ER urgent care, any of that, you will contact that facility itself.
[CUSTOMER][POSITIVE] OK, thank you, um,
[CUSTOMER][POSITIVE] OK, OK, thank you so much. I'll contact them and I'll give you guys a call back.
[AGENT][POSITIVE] OK, thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.