AccountId: 011433970860
ContactId: 3001e573-5dc3-41ac-93b4-a2cd12aa867d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584239 ms
Total Talk Time (AGENT): 166540 ms
Total Talk Time (CUSTOMER): 231100 ms
Interruptions: 8
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3001e573-5dc3-41ac-93b4-a2cd12aa867d_20250324T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from Power Office and check on the claim status.
[AGENT][NEUTRAL] OK, um, and what was your name again, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from providers.
[AGENT][NEUTRAL] OK, and what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the rest of the number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Yeah. So [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you, sir. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and last name [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII]. And the ID is, member ID is 02116669.
[AGENT][NEUTRAL] OK, give me just a sec to pull up that policy.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] I need the repeating for.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, I have [PII] pulled up. Can I please get her date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's your sorry date of service is [PII] and the total charge amount is $526 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, the BCBS.
[AGENT][NEUTRAL] I'm sorry, sir, repeat that.
[CUSTOMER][NEUTRAL] Blue Cross Blue Shield.
[AGENT][NEUTRAL] OK, and what's the, what's the charge amount after they paid theirs?
[CUSTOMER][NEUTRAL] Uh, BCBS.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, one moment. I'll check that.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Yeah, it's a real claim primary is a deductible for the $169.81 and the second one is copay $50.
[AGENT][NEUTRAL] 50. OK, and then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, yes, sure.
[CUSTOMER][NEUTRAL] 29.
[CUSTOMER][NEUTRAL] The messy clinic, Oklahoma.
[AGENT][NEUTRAL] Mesa Clinic.
[CUSTOMER][NEUTRAL] Yeah, the masa clinic.
[AGENT][NEUTRAL] Oklahoma. OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII] while I pull up this claim for you and I will be right back sir.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much, sir.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I do have the claim for you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The claim number is 3,441,430.
[CUSTOMER][NEUTRAL] One moment. One moment, I, could you please repeat again?
[AGENT][NEUTRAL] It's 344-1430.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] The claim has been paid $169.81 with check number 1845459.
[AGENT][POSITIVE] And that check did clear the bank.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I repeat again, [PII], right?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Yeah, OK. And should date.
[AGENT][NEUTRAL] Issue date was [PII].
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the check number is 1845459, right?
[AGENT][NEUTRAL] Yeah, 1845459.
[CUSTOMER][NEUTRAL] I all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and it is in a bulk check or single?
[AGENT][NEUTRAL] I'll check.
[AGENT][NEUTRAL] Is there anything else I can help you with [PII], before we go?
[CUSTOMER][NEUTRAL] Uh, I need clarification for the, and uh one more repeat again for the allowed amount and build amount and patient responsibility.
[AGENT][NEUTRAL] Uh, the billed amount was 169.81 and that is what was paid.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And patient responsibility?
[AGENT][NEUTRAL] We don't give patient responsibility that's determined by the provider.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, the allowed amount of 169.81 is the paid amount. It's also the same there, right?
[AGENT][NEUTRAL] Right, that was the amount that was billed and that is the amount that was paid.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, OK. And uh
[CUSTOMER][NEUTRAL] It's a bulk check or jingle?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] And what is the amount? So 169.81, right?
[AGENT][NEUTRAL] I'm sorry, what did you just say, sir? Can you repeat that?
[CUSTOMER][NEUTRAL] No, it's a single, uh, it's a single check and 169.81, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah, OK. What's the pay addressing for that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The payer address that we sent it to?
[CUSTOMER][NEUTRAL] Yes, I, I'm asking that, mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We sent it to [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And [PII] number so [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much. And the claim number is 344,130, right?
[AGENT][NEUTRAL] No, 344-1430.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] 1430. OK. And uh could you please spell out your name and claim uh call reference number, please?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh, could you please repeat again the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And today date, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yeah, just only for thank you so much for that. Have a good day bye bye.
[AGENT][POSITIVE] You too, thank you for calling APL you have a good night bye bye sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, bye.