AccountId: 011433970860
ContactId: 349f6f73-9080-47a6-af18-f28cb9a30593
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472589 ms
Total Talk Time (AGENT): 135727 ms
Total Talk Time (CUSTOMER): 156159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/349f6f73-9080-47a6-af18-f28cb9a30593_20250305T16:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and this call is getting recorded for the quality and training purpose. And can you please spell out your name for before we start?
[AGENT][NEUTRAL] It's [PII] and first initial last name is [PII].
[CUSTOMER][NEUTRAL] Oh thank you, [PII]. Uh, I'm checking for the claim status uh for the member ID. Can I proceed with the member ID?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, spell your name for me first.
[CUSTOMER][NEUTRAL] Uh [PII] initial to my last name is [PII].
[AGENT][NEUTRAL] I'm sorry. Give me your first name again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII], OK, and the first initial of your last?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it and we're checking claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and now I'm ready for the policy number, please.
[CUSTOMER][NEUTRAL] 01672912 M as in Mike L as in Lima, number 8.
[AGENT][NEUTRAL] What's a good uh call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, one moment, let me pull up the file.
[AGENT][NEUTRAL] And you gave me 800986-5641?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][NEUTRAL] OK, and what is the date of service and total charge?
[CUSTOMER][NEUTRAL] [PII] for the bill amount of $601 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me give you the correct policy number for that data service Biva. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] It's 185.
[AGENT][NEUTRAL] 2046.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we're looking for [PII] for a total of $601 even. Is this for diagnostic testing?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Uh, it is for.
[CUSTOMER][NEGATIVE] Fever and uh unspecified and uh endometris following delivery.
[AGENT][NEUTRAL] Is it for diagnostic testing or is it for inpatient services?
[CUSTOMER][NEUTRAL] Oh, it is not for inpatient services. It is for
[CUSTOMER][NEUTRAL] Uh, the CBD code bill on the claim, it is 99223. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so is this Vitel, V I T A L MD Group Holding?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, very good. So I show that this claim.
[AGENT][NEUTRAL] Was received [PII].
[AGENT][NEUTRAL] 25 processed on [PII].
[AGENT][NEUTRAL] Uh, payment amount is $125.
[AGENT][NEUTRAL] And let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] That number is 356-08.
[AGENT][NEUTRAL] 87
[CUSTOMER][NEUTRAL] Uh, one second. Uh, [PII], can you please uh repeat the claim number once again because uh your voice was get, uh, cutting in and out.
[AGENT][NEUTRAL] Sure. It's 356.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 08887.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] That's the claim number?
[CUSTOMER][NEUTRAL] OK. Only 7 digits, right?
[AGENT][NEUTRAL] The number that I gave you 356-088-87.
[CUSTOMER][NEUTRAL] Yes, uh, and the check details on the claim, uh claim paid through.
[AGENT][NEUTRAL] So the check number is 202.
[AGENT][NEUTRAL] 666 8.
[AGENT][NEUTRAL] It was made payable to the uh name that you verified earlier Vital MD Group Holdings.
[AGENT][NEUTRAL] And what is your billing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, the billing address is [PII].
[AGENT][NEUTRAL] It's gonna be a PO box that's on the claim that's listed as your billing address. Can you confirm that information?
[CUSTOMER][NEUTRAL] [PII] 2nd.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, you might be seeing the [PII], right?
[CUSTOMER][NEUTRAL] You might find that.
[AGENT][NEUTRAL] Now go ahead and give me the give me the complete information.
[CUSTOMER][NEUTRAL] Uh, just give me a moment. Uh, let me pull the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For that information, I have to
[CUSTOMER][NEUTRAL] Open
[CUSTOMER][NEUTRAL] Uh, I have to check in, in my, another system. Uh, give me a moment, let me open it. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh huh, that's what we, that's where it was mailed, and I show the check has already cleared the bank on [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] Uh, is the bulk amount or the single check?
[AGENT][NEUTRAL] It's individual check.
[CUSTOMER][POSITIVE] Oh thank you so much. And can I get the call reference number for today's conversation?
[AGENT][NEUTRAL] Uh, the name provided at the beginning of the conversation and today's date.
[CUSTOMER][POSITIVE] Oh thank you, [PII], for assisting me today. Bye for now and have a nice day. Mhm.
[AGENT][POSITIVE] You're you're welcome [PII] yeah thanks for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] Mhm.