AccountId: 011433970860
ContactId: 287f2287-88c0-4760-81c3-d7c7033e5c2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422100 ms
Total Talk Time (AGENT): 94187 ms
Total Talk Time (CUSTOMER): 121211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/287f2287-88c0-4760-81c3-d7c7033e5c2a_20250103T19:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I'm looking on a claim status. Can you help me?
[AGENT][NEUTRAL] I can help you. What's your, how do you spell your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is
[CUSTOMER][NEUTRAL] 01842345 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were just needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What data service?
[CUSTOMER][NEUTRAL] It's [PII] for $150 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] OK, we did get that claim in, it was denied. Office visits are not covered.
[CUSTOMER][NEUTRAL] OK. One moment. May I know the received and denied date?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] It was received [PII].
[AGENT][NEUTRAL] And it was the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of visit is not covered under the patient's plan.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And may I know the patient's name?
[AGENT][NEUTRAL] Midlink
[CUSTOMER][NEUTRAL] OK. And so, it's not covered under the patient's plan, so it's a patient responsibility?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. And may I have the claim number?
[AGENT][NEUTRAL] 3543688.
[CUSTOMER][NEUTRAL] 35436888.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can you fax me the EOB?
[AGENT][NEUTRAL] With fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. I thank you for calling APL Ria. You have a good day and I'll fix you that that EOB.
[CUSTOMER][NEUTRAL] When we will receive the UOB?
[AGENT][NEUTRAL] In about 5 minutes.
[CUSTOMER][NEUTRAL] OK. And for the same patient, I have one more date of service.
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] For $405 even.
[AGENT][NEUTRAL] OK, we paid $40 on code 17,110.
[AGENT][NEUTRAL] And the other office visits are not covered.
[CUSTOMER][NEUTRAL] OK. May I know the receive and process date?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 12:16 received.
[AGENT][NEUTRAL] 1219 processed.
[CUSTOMER][NEUTRAL] OK. Paid $40 and no patient responsibility and ZIP code. And may I know the claim number?
[AGENT][NEUTRAL] 354-3014.
[CUSTOMER][NEUTRAL] 354-3014. And the payment information?
[AGENT][NEUTRAL] The tech number is 2019311.
[CUSTOMER][NEUTRAL] 2019311
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And it's a single check or a bulk check?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] And the check issue date?
[AGENT][NEUTRAL] 1219.
[CUSTOMER][NEUTRAL] And the cleared or cash date of the check?
[AGENT][POSITIVE] It's still outstanding.
[CUSTOMER][NEUTRAL] And how many days we need to allow to get the check cleared?
[AGENT][NEUTRAL] 30 days.
[CUSTOMER][NEUTRAL] 30 business days.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And may I have the check pay to address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And with the check is, you'll be also sent to the provider's office?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, I have one more patient to verify. Can you help me?