AccountId: 011433970860
ContactId: 30026f0b-a5d9-452c-b962-2dd90547629b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548179 ms
Total Talk Time (AGENT): 218886 ms
Total Talk Time (CUSTOMER): 189029 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/30026f0b-a5d9-452c-b962-2dd90547629b_20250328T18:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office. I want to know the new status.
[AGENT][NEUTRAL] [PII], I can help you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] Callback is [PII]. Extension is [PII].
[AGENT][NEUTRAL] And the extension, can you repeat the extension, please, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] And [PII], I'll be happy to assist you with that claim status. What is the date of the patient's policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Policy is 02465058.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you and it would be my pleasure to assist you with that claim status. [PII], do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII].
[AGENT][NEUTRAL] And what is the bill amount, please?
[CUSTOMER][NEUTRAL] $205.
[AGENT][NEUTRAL] $205?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the name of the facility?
[CUSTOMER][NEUTRAL] Premier Physical therapy and sports medicine.
[AGENT][NEUTRAL] OK, thank you. Bear with me just one moment, I'm trying to look at that claim for you.
[CUSTOMER][NEUTRAL] people
[AGENT][NEUTRAL] OK. Premier physical therapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] And [PII], I'm showing that we did receive that claim. Let me get that receipt date for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Claim was received on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And processed on [PII].
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] With the payment of $52.96 to Premier physical therapy.
[CUSTOMER][NEUTRAL] Thank you. Um, could you, um, fax the EOB copy?
[AGENT][POSITIVE] EOBs are obtainable on our portal, and I can assist you with that portal to get that EOB it's a lot quicker than waiting for a fax bag.
[CUSTOMER][NEUTRAL] Uh, actually I don't have the portal.
[AGENT][NEUTRAL] You don't have Internet access?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] It'll take me just a minute to prepare that, so bear with me, OK?
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Getting that pulled up.
[AGENT][NEUTRAL] And [PII], can I put that to your attention?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, can I put this fax to your attention?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, bear with me just one second and I'll get that fax number. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] I'm ready for the fax number, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, fax is [PII].
[AGENT][NEUTRAL] And just to verify that fax number, [PII], I'm sending this EOB to [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Thank you. And um what is the claim number?
[AGENT][NEUTRAL] Claim number is 356.
[AGENT][NEUTRAL] 1712.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that fax is on the.
[CUSTOMER][NEUTRAL] And also I have one more.
[AGENT][POSITIVE] OK, and that fax is on the way for you. You should be receiving it.
[AGENT][NEUTRAL] Soon
[CUSTOMER][NEUTRAL] OK. And I have one more data survey for this patient.
[AGENT][NEUTRAL] OK, what's the date of service?
[CUSTOMER][NEUTRAL] The service is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and bill amount is $300.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That claim
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I need the claim number and uh send the UB to uh to the same fax.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim we received on [PII] and processed on [PII], there was a payment of 4646 to Premier Physical therapy, and that claim number is.
[AGENT][NEUTRAL] 356.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 1708. And if you'll bear with me just one moment, I'll get this faxed to you. Bear with me just a minute.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] But [PII], if you'd like I can give you our portal address and maybe in future date you can get access to that and create a login and password and once you have that login and password, you have 24/7 access to claim status, EOBs, and you can submit claims online as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah sure
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So to be like
[CUSTOMER][NEUTRAL] I told you I.
[AGENT][NEUTRAL] And that portal address is secured and it's SEC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You are [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I thank you.
[CUSTOMER][NEUTRAL] get it.
[AGENT][POSITIVE] And that EOB is on on the way for you as well.
[CUSTOMER][NEUTRAL] OK, and is the self-service portal and when I register, uh, to the portal, it will, um, active on the same day or it will take some time.
[AGENT][NEUTRAL] And anything else I can help you with?
[AGENT][NEUTRAL] Oh, it's instant um access once you create that login and password and to create a login and password, you're just going to need to use your tax ID number.
[AGENT][NEUTRAL] And the patient's account number listed in box 26 on the HIFA, that's all you need to create an account.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, could you please provide me the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name, [PII]
[AGENT][NEUTRAL] CIA.
[CUSTOMER][NEUTRAL] We need to
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, Mr. [PII]. Have a good day. Bye for now. Have a great day.
[AGENT][POSITIVE] It's been my pleasure to assist you and [PII], think with that claim status, thank you for calling APL and I hope you have a great day.