AccountId: 011433970860
ContactId: 350cdbda-4ea3-4fe7-845f-0bbc56d852c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2546060 ms
Total Talk Time (AGENT): 571061 ms
Total Talk Time (CUSTOMER): 714269 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/350cdbda-4ea3-4fe7-845f-0bbc56d852c1_20250512T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], my name is [PII] calling from provider's office to check on a claim status. Hope you are doing great today.
[AGENT][POSITIVE] Yes, ma'am, I am. How about you? Are you doing good?
[CUSTOMER][POSITIVE] Yes, doing good, thanks for asking.
[AGENT][NEUTRAL] You're welcome, and I can help you with claim status. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number is 994,160 and the patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK and then what is Madison's data service in charge amount?
[CUSTOMER][NEUTRAL] The rate of service is [PII] and the bill amount is
[CUSTOMER][NEUTRAL] One moment. Let me help you with the better.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thanks for your patience. The bill amount is 200 and
[CUSTOMER][NEUTRAL] $66 even.
[AGENT][NEUTRAL] OK. And then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] They applied $80.
[AGENT][NEUTRAL] OK, and the balance left is?
[CUSTOMER][NEUTRAL] Oh, it's, uh, the balance left is $90 towards copay.
[AGENT][NEUTRAL] OK, and then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mm, sure. The facility name is South Florida ENT Associates.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim for you, Miss [PII], and I'll be right back.
[CUSTOMER][POSITIVE] Mm, sure, take your time for that.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. So looking at this claim, the claim number is 359-595-7.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim has been denied because the maximum calendar year maximum for office visits has been met. They get 4 visits per year and they used them all up.
[CUSTOMER][NEUTRAL] OK. 4 visits.
[CUSTOMER][NEUTRAL] And could you please help me with the date, when was it received?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It was received on.
[AGENT][NEUTRAL] [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK. So, should we need to bill this balance to the patient?
[AGENT][NEUTRAL] We don't give patient responsibility we let the provider determine that.
[CUSTOMER][NEUTRAL] OK. OK. Sure. And could you please help me with the patient's plan?
[AGENT][NEUTRAL] Yes ma'am, it's Medlink.
[CUSTOMER][NEUTRAL] Um, like, and no, like, is it HMO like is it supplementary tea in that way, what is the plan type of the patient?
[AGENT][NEUTRAL] It's a supplement.
[CUSTOMER][NEUTRAL] Supplementary. And is there any GR H in after the supplement?
[AGENT][NEGATIVE] No, it, it, the insured used up all their office visits, so it was denied.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Sure. Thank you. And I do have a few more claims to check. So, could you please help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, what's the next member's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. One moment, please. Let me help you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm. Thanks for your patience. Uh.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One moment, please. I don't see the insurance information here.
[AGENT][POSITIVE] OK. Go ahead and take your time.
[CUSTOMER][NEUTRAL] Uh sorry for the inconvenience.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thanks for being so, thanks for your patience. The member ID is 24126.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 2016, M as in Mike, L as in Lima, number 5.
[AGENT][NEUTRAL] OK and um let me, can you.
[AGENT][NEUTRAL] Repeat that um policy number one more time for me. I think I've got too many digits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm sure.
[CUSTOMER][NEUTRAL] It's 1262016 M as in Mike, L as in Lima, number 5.
[AGENT][NEUTRAL] OK, thank you. Let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the member's name and date of birth?
[CUSTOMER][NEUTRAL] Mm, sure. The patient's name is [PII].
[CUSTOMER][NEUTRAL] PSP and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then may I please get the data service and the charge amount?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] It is $763 even. And the patient's responsibility left is $150 even.
[AGENT][NEUTRAL] OK, and is it for the same facility?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, yes, it's the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a quick hold and look up this one and I'll be right back.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, [PII] for holding for me.
[AGENT][NEUTRAL] OK, so this claim number this claim number is 3,563,950.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the claim was denied because.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] were rendered a policy termination date.
[AGENT][NEUTRAL] And the policy termination date was [PII].
[AGENT][NEUTRAL] And there are no other policies on file.
[CUSTOMER][NEUTRAL] Sorry, could you please help me with the date once again, the termination date?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII]. OK. And could you please help me with the date when was it received?
[AGENT][NEUTRAL] Yes ma'am, let me look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. And for the same patient, I have different date of service.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] It's [PII] and the bill amount is $116 even.
[AGENT][NEGATIVE] OK, that one's gonna be denied for the same reason the services were rendered after the termination date.
[CUSTOMER][NEUTRAL] Yes, yes. Could you please help me with the claim number for that?
[AGENT][NEUTRAL] Yes ma'am, let me look.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK, the claim number is 3560029.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 29. OK. And when was the food?
[AGENT][NEUTRAL] And we received it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We received it on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] of [PII]. OK, thank you. And for one patient, I don't have the member ID. Could you, is there any chance of checking with the patient's name and the date of birth?
[AGENT][NEUTRAL] Yes, what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One moment, please. Let me check.
[CUSTOMER][NEUTRAL] Thank you. The patient's name, I'll spell the first name. It's [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK. And what is the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look real quick and see if I can find them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The first name is [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] No, not the.
[AGENT][NEUTRAL] Oh, what is it?
[CUSTOMER][NEUTRAL] The first name is [PII] and the last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that makes a difference. All right, let me look.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII] and the bill amount is $222 even.
[CUSTOMER][NEUTRAL] Oh sorry, it's
[CUSTOMER][NEGATIVE] The bill, the date of service is [PII] and the bill amount is only $27 even.
[AGENT][NEUTRAL] And that's after the primary?
[CUSTOMER][NEUTRAL] After the primary, the leftover balance is
[CUSTOMER][NEUTRAL] Mhm. It is $19.33 dollars, $19.33 even.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold and look this one up and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I've got this claim status ready for you.
[CUSTOMER][POSITIVE] Mhm. Thank you so much. Could you please help me with the claim number and then the status?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, the claim number is 359-573-0. The claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The claim was paid $19.33 with check number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2041811.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] 1238 2025. And could you please help me with the address to which it was sent to check?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was sent to [PII].
[CUSTOMER][NEUTRAL] OK. And uh could you please help me with?
[CUSTOMER][NEUTRAL] Uh, could you please check, is it the bulk payment or the single payment?
[AGENT][NEUTRAL] It's a single payment.
[CUSTOMER][NEUTRAL] OK, and is it cleared or not? The check is cleared or not?
[AGENT][NEUTRAL] No, it hasn't cleared yet. It was just sent out on the [PII].
[CUSTOMER][NEUTRAL] OK, sir. I just want to validate the check number once again. It's 2021811, right?
[AGENT][NEUTRAL] No, it's 204-181-1.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 1811041811. OK. Thank you. And for the same number, I have one more claim for different data service.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, what's that data service?
[CUSTOMER][NEUTRAL] So the service is [PII] and the bill amount is $27 even and the leftover is $19.33.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold while I look up this one. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 359.
[AGENT][NEUTRAL] 5734.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, [PII], for holding for me. So I found the claim. The claim number is 359-573-4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was paid $19.33.
[AGENT][NEUTRAL] The claim was processed or was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the check number is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2041818.
[CUSTOMER][NEUTRAL] 818.
[AGENT][POSITIVE] Yes, and it's still outstanding. It was just um submitted. It was just sent out on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and it's a single check, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Thank you. And like I do have 3 more claims to check, so could you please assist me with this 3, or should I need to connect you again?
[AGENT][NEUTRAL] No, I'll help you. Um, what's the next, um.
[CUSTOMER][POSITIVE] Uh, thank you so much.
[AGENT][NEUTRAL] You're welcome. What's the next patient's name, date of service and policy number? I'm sorry, name, policy number and date of birth?
[CUSTOMER][NEUTRAL] Sure. The policy number is 024876.
[CUSTOMER][NEUTRAL] 72 M as in Mike, L as in Lima, number 8.
[CUSTOMER][NEUTRAL] And the patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and would it be for the same facility?
[CUSTOMER][NEUTRAL] Yes, all, uh, all the claims are the same system.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] Mm, sure. The data service is [PII] and the bill amount is $461 even and the leftover balance.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It is $160 even.
[AGENT][NEUTRAL] OK I'm gonna put you on hold and look this one and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hi [PII], this is [PII]. So looking on this claim.
[AGENT][NEGATIVE] I do see one for that date of service, but the um bill amount was only $80.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And it was paid.
[AGENT][NEUTRAL] Um, let me give you the check number.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 2041812 and it was paid on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It's 359-588-85.
[AGENT][NEUTRAL] We received on [PII].
[AGENT][NEUTRAL] And processed it on [PII].
[CUSTOMER][NEUTRAL] OK. Thank you. I just want to validate the claim number is 359-588-85.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Thank you. Should I help you with the next member ID?
[AGENT][NEUTRAL] OK, and what's their name and birthday and policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure. The policy number is 0168.
[CUSTOMER][NEUTRAL] 1855. M as in Mike, L as in Lima, number 8. And the patient's name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me find this one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Sure, the date of service is [PII] and the bill amount is $603 and the leftover balance after the primary rate is $60 even.
[AGENT][NEUTRAL] OK, and you said that day the server was [PII], is that correct?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII]. OK, alright, I'm gonna put you on a hold. I'm gonna look this one up and I'll be right back.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh shoot.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding Miss [PII], so looking on this one, that data service, I did not find a claim on file for the amount that you've given me.
[CUSTOMER][POSITIVE] Mm you're welcome.
[CUSTOMER][NEUTRAL] OK. So there is no claim for that service, right?
[AGENT][NEUTRAL] There is, but it's, it's not close to that amount that you've given me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sir, could you please help me with the data service which you are, which you have at your, sorry, the bill amount.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me find it again.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. It's for your facility.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the amount is.
[AGENT][NEUTRAL] $362.
[CUSTOMER][NEUTRAL] Yes, it is that the leftover balance is $60. The total bill amount is $362 only.
[CUSTOMER][NEUTRAL] After primary pay, they applied $60 towards.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK, because you gave me the amount of $603.
[AGENT][NEUTRAL] But I have it pulled up. Let me give you the claim number.
[CUSTOMER][POSITIVE] OK. OK. Sorry for.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] 359952.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] It was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And patient. OK, sure. And could you please help me with the patient plan, right?
[AGENT][NEUTRAL] Yes, it's a supplemental Medlink policy.
[CUSTOMER][NEUTRAL] And you.
[CUSTOMER][NEUTRAL] In policy and could you please help me with the date when was it denied?
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm mhm. And should I help you with the last number, right?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what's the last member's name, date of birth, and policy number?
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Can you share the policy number is 022.
[CUSTOMER][NEUTRAL] 980
[CUSTOMER][NEUTRAL] 29. And the patient's name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then what's the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII] and the bill amount is $2102 even.
[AGENT][NEUTRAL] OK. And then after the primary paid?
[CUSTOMER][NEUTRAL] After the Prime you paid, it left to $58.81.
[AGENT][POSITIVE] OK, quick hold again. I'm gonna look this one up. I'll be right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thanks for holding for me [PII]. I got a claim for your facility, but it's not the same amount. The amount I have is $62.93.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] One moment, please, let me check one second.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] For procedure 95992.
[CUSTOMER][POSITIVE] Oh, thanks for your patience.
[CUSTOMER][NEUTRAL] OK, I see the bill amount is $368 but not 69.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, I will have.
[CUSTOMER][NEUTRAL] Mhm. And could you please help me with the CPT which you received for this, the bill amount?
[AGENT][NEUTRAL] Yes, it's 95992.
[CUSTOMER][NEUTRAL] 95992 and the other one is 99203, right?
[AGENT][NEUTRAL] No, there's not another one, just the 95992.
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] Yes, only one.
[CUSTOMER][NEUTRAL] For the bill amount?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, Isn't the bill amount $1102 even for the bill amount?
[AGENT][NEUTRAL] Let me see, let me check it again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] We only have one bill the amount of $62.93 and we paid it.
[CUSTOMER][NEUTRAL] Mm. OK. I'll get the same number for that.
[AGENT][NEUTRAL] Yes, ma'am. It's 359-604-1.
[AGENT][NEUTRAL] It was paid $62.93.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's check number 20419.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 64
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] one
[AGENT][NEUTRAL] It was sent on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. [PII], and it's a single payment, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK. Thank you so much for today.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And could you please help me please call reference number first.
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Hope you have a great day.
[AGENT][NEUTRAL] And is that everything I can help you with today?
[AGENT][POSITIVE] You have a wonderful day too, and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes, that's it for the day. Thank you.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.