AccountId: 011433970860
ContactId: 34a04bb2-752b-4743-a56f-895d3c5701d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 756359 ms
Total Talk Time (AGENT): 157314 ms
Total Talk Time (CUSTOMER): 111915 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/2025/03/10/34a04bb2-752b-4743-a56f-895d3c5701d2_20250310T20:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. That is [PII] I'm calling you from provider's office for claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Can I please get the callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. That is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient name is [PII] and the birth date is [PII].
[CUSTOMER][NEUTRAL] And the policy number, just one moment here.
[CUSTOMER][NEUTRAL] That is going to be 02479217.
[AGENT][NEUTRAL] OK, let me look up that policy number real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, that is going to be.
[CUSTOMER][NEUTRAL] [PII] with the bill charge of $442 even.
[AGENT][NEUTRAL] And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, one moment here.
[CUSTOMER][NEUTRAL] That is $129.03.
[AGENT][NEUTRAL] OK, and can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, that is Texas Physical therapy.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. So I did find the claim. The claim number is 3,549,080.
[AGENT][NEUTRAL] The claim was paid $129.03.
[AGENT][NEUTRAL] With check number 2021967.
[CUSTOMER][NEUTRAL] Can I know when was it paid?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] It was paid on [PII].
[CUSTOMER][NEUTRAL] Was it a bulk payment or a single payment?
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] And it was paid to EFT, right? Or is it a check?
[AGENT][NEUTRAL] It's a check.
[CUSTOMER][NEUTRAL] OK. May I know when was it, uh, issued on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And cleared on?
[AGENT][NEGATIVE] It has not cleared.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know what's the reason?
[AGENT][NEGATIVE] I don't know the reason why it hasn't cleared.
[CUSTOMER][NEUTRAL] Then I was done.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] The time limit for this one?
[AGENT][NEUTRAL] You have to wait 30 days before you request a new check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for this information. I do have another date of service for the same patient.
[AGENT][NEUTRAL] OK, what's the next day of service?
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Yeah, sure. That is going to be [PII].
[CUSTOMER][NEUTRAL] Where the bill charge $129.03.
[AGENT][NEUTRAL] $129 again.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's after the primary paid?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the amount before the primary paid?
[CUSTOMER][NEUTRAL] $442 even.
[AGENT][NEUTRAL] OK, and is it for the same um facility Texas PT?
[CUSTOMER][NEUTRAL] Yeah, it's the same patient.
[AGENT][NEUTRAL] Is it for the same facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold. I'm gonna look this one up for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So this claim number is 3549069.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was paid $129.03.
[AGENT][NEUTRAL] With check number 2021965, it was issued on [PII] and still outstanding.
[CUSTOMER][NEUTRAL] OK. Uh, can you please, uh, come again with the check number?
[AGENT][NEUTRAL] 20
[CUSTOMER][NEUTRAL] You said 202?
[AGENT][NEUTRAL] Yes, 2021965.
[CUSTOMER][NEUTRAL] OK. May I know the receipt and the process date for this one?
[AGENT][NEUTRAL] Yes, let me look.
[AGENT][NEUTRAL] It was received on [PII] and processed on [PII].
[CUSTOMER][POSITIVE] May I know what is it, I mean, like you said outstanding, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is not yet issued yet, correct?
[AGENT][NEGATIVE] No, it hasn't been cashed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is also a single check, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much for this information.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, can you please, uh, help me out with your name? Can you please spell out, spell out your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK. And callence number, please?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Thank you so much for your help. Have a great day. Bye.
[AGENT][POSITIVE] You too. You have a wonderful day too, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, actually, I'm done. Thank you. Bye.
[AGENT][POSITIVE] Alright you have a good day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You