AccountId: 011433970860
ContactId: 287fa76f-279d-41ad-b806-c644d35a8458
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349010 ms
Total Talk Time (AGENT): 92832 ms
Total Talk Time (CUSTOMER): 98784 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/287fa76f-279d-41ad-b806-c644d35a8458_20250207T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Southwest Pain Center, checking for payment details. Please be informed that this call is being recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, spell your name?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And [PII], OK.
[AGENT][NEUTRAL] And you said you're checking on a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 02320604
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that information, and can you provide the date of service and the total charge and we can assist you with the status?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] Total charges.
[CUSTOMER][NEUTRAL] $2700 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can you verify the procedure codes on the claim for me please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Postal code I have [PII].
[AGENT][NEUTRAL] Is it just that one?
[CUSTOMER][NEUTRAL] No, 64,490.
[AGENT][NEUTRAL] Is that the only code that's on the claim?
[CUSTOMER][NEUTRAL] Uh, I have the climate.
[CUSTOMER][NEUTRAL] One moment, let me check. I have two clients 644-91 and 64,490.
[AGENT][NEUTRAL] OK, those were billed on the same claim. Give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this claim was received [PII], processed [PII].
[AGENT][NEUTRAL] And I see code 64,490 for $1800 and 64491 for $900 totaling $2700 and I'm showing a payment of $62.80.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Was paid on the 64,490 code.
[CUSTOMER][NEUTRAL] Thank you. May I know the mode of payment, how it's paid?
[AGENT][NEUTRAL] Individual check.
[CUSTOMER][NEUTRAL] paper check?
[AGENT][NEUTRAL] It's a paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Check number, please.
[AGENT][NEUTRAL] And the check number?
[AGENT][NEUTRAL] It's 186-471-1.
[CUSTOMER][NEUTRAL] Thank you. Single payment of $62.80 paid amount.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Issue it, please.
[AGENT][NEUTRAL] The date the claim was processed.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, could you please verify the pay to address?
[CUSTOMER][NEUTRAL] I have
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, that's the address the check was mailed to?
[CUSTOMER][POSITIVE] Thank you. And status of the check, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Status of the check, please.
[AGENT][NEGATIVE] I'm not showing that it is cleared.
[CUSTOMER][POSITIVE] Uh, it's still outstanding?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][MIXED] Not still outstanding, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you please spell [PII]?
[AGENT][NEUTRAL] Um, you'll use my name in today's date as reference for today's call [PII].
[AGENT][NEUTRAL] [PII] first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] And it's [PII] and state is reference.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you, [PII] and have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] Bye.