AccountId: 011433970860
ContactId: 214a9132-6b9a-4533-8508-62aedc1aa1cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492260 ms
Total Talk Time (AGENT): 188199 ms
Total Talk Time (CUSTOMER): 131853 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/214a9132-6b9a-4533-8508-62aedc1aa1cc_20250425T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I have a question regarding a claim for a patient I called back in um December on.
[AGENT][NEUTRAL] OK, may I have your name and the policy number?
[CUSTOMER][NEUTRAL] It's [PII] and the policy number is 02129429.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. I have the file pulled up and how may I help you today?
[CUSTOMER][NEUTRAL] Um, well, I was calling back again about data service 4 524 and the amount of $342.
[CUSTOMER][NEUTRAL] And when I called back in December, I spoke to a [PII], and she said she was gonna request a copy of the cash check because she stated the check was cashed. However, we went through all of our systems and we don't show it being cashed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was that for a CPT code [PII]?
[CUSTOMER][NEUTRAL] Uh, hold on, let me see.
[CUSTOMER][NEUTRAL] Let me get back into this and the notes are in a different place.
[CUSTOMER][NEUTRAL] It was 97,110, yeah, yeah, that's what it was for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And she gave me a check number and all that stuff, but.
[CUSTOMER][NEUTRAL] Um, I had the office go through everything and they don't have it, so I don't know.
[CUSTOMER][NEUTRAL] Where it's that?
[AGENT][NEUTRAL] OK. Let me just, I'm just going through the notes to see if
[AGENT][NEUTRAL] We have it in history, the copy of the canceled check once finance verified.
[AGENT][NEUTRAL] Just one moment, I do apologize our system is slow.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Still searching, one moment, it's spinning.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so I'm looking at comprehensive plan and physical therapy for data service for 500.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Check number 1849612.
[AGENT][NEUTRAL] OK. So let me see if there's any.
[CUSTOMER][NEUTRAL] Yes, that's the number she gave me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just looking through the notes to see if they added anything out here.
[AGENT][NEUTRAL] OK. Was there an affidavit sent to you to complete?
[CUSTOMER][NEUTRAL] Uh, if it was sent to the office, there is no idea because they're going through staff change so it could be there or lost because they just got a new person starting last month.
[CUSTOMER][NEUTRAL] And the previous person, she was gone since January.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So if there's something there, I have no idea and I'm not there to go check for myself.
[AGENT][NEUTRAL] OK, because this looks like this was on [PII].
[AGENT][NEUTRAL] And it was supposed to go to the provider.
[AGENT][NEUTRAL] So that they can get it signed, get it back and get it reissued.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if they put anything out here as far as.
[AGENT][NEUTRAL] A copy of anything that was sent to the provider or if we have a copy of the canceled check.
[AGENT][NEUTRAL] On our end.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so this is on.
[AGENT][NEUTRAL] [PII] unauthorized check dispute form. So it looks like this went out.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Let's see, where's it going?
[AGENT][NEUTRAL] OK, so that's the copy of the form that was sent out to the provider. I don't see anything being returned.
[AGENT][NEUTRAL] As of today, I don't see.
[AGENT][NEUTRAL] Anything from
[AGENT][NEUTRAL] The dispute
[AGENT][NEUTRAL] So it doesn't look like that form came back, but since I don't see.
[AGENT][NEUTRAL] Anything on my end for this check, I'll send it over and see if they can give me an update on it because I'm not showing.
[AGENT][NEUTRAL] That form coming back. I see it went out on [PII], but I don't see it coming back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll send this over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I appreciate cause like I said, I've been over here trying to work on it and obviously with issues with them going through staff changes, I don't really have anybody to help me.
[CUSTOMER][NEUTRAL] Let me know when this stuff comes in.
[AGENT][NEUTRAL] Right, OK. So what I'll do is I'll go in and she might not be able to get it back to me today. So maybe on Monday I'll give you a call back at [PII] with an update on this check status.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I appreciate that that'll work out great and then at least I know what if we have to do on our end and if something has to be sent out or something I can tell the office to look out for it.
[AGENT][NEUTRAL] OK, so I'll go ahead and send that over and once I get an update, I will give you a call back and let you know the status on this.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, and is there any kind of reference number to use or no?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day and a good weekend.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too.