AccountId: 011433970860
ContactId: 3ce42958-8c84-42ec-98ce-34b168910297
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385089 ms
Total Talk Time (AGENT): 117820 ms
Total Talk Time (CUSTOMER): 172123 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3ce42958-8c84-42ec-98ce-34b168910297_20250516T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm calling from the provider's office to check on the claim status. Could you able to assist me with that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 02.
[CUSTOMER][NEUTRAL] 46.
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] 81.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah. The patient's name is [PII] and the patient's birthdate is going to be [PII].
[AGENT][NEUTRAL] OK, thank you and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah. The date of service is [PII] with the bill amount, $557 even.
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have the balance after Primary Insurance has processed the claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that amount is?
[CUSTOMER][NEUTRAL] Just a moment. Let me look at the UB here.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, the primary allowed amount is going to be $252.87. And they process the total allowed amount towards the member's responsibility of deductible.
[AGENT][NEUTRAL] OK, thank you. And while I'm looking up claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the ELB. That site is at [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the name of the provider's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The provider's name is going to be Nai Taubia, and the provider's office name is Mercy Clinic Oklahoma Communities.
[AGENT][POSITIVE] OK, thank you so much give me a moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, I'm showing that claim processed on [PII] and paid 25787.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK. The claim processed uh and uh received on [PII]. And that loan amount is going to be $257.87 dollars and paid that loan amount, am I right?
[AGENT][NEUTRAL] Uh, no, the claim processed on [PII], and you're right about the amount of 25287.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So 2502 87 is the paid amount, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. What will be the allowed amount for this claim?
[AGENT][NEUTRAL] We don't have a loud amount, that's just the amount that was paid.
[CUSTOMER][NEUTRAL] OK, got it. So, would be able to let me know the payment details?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It paid us through EFT or check payment.
[AGENT][NEUTRAL] Uh, paper check, single paper check.
[CUSTOMER][NEUTRAL] OK. Can I get the check number?
[AGENT][NEUTRAL] 2004044.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. When it was issued?
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, it was still in balance or?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, just a moment, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So could be able to uh request a copy if you send a copy of you will be through fax.
[AGENT][NEUTRAL] Sure, what is the fax number?
[CUSTOMER][NEUTRAL] Yeah, just a moment. Let me get the fax number for you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you so much uh for your patience. Uh, the fax number is going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] uh to my attention my name.
[AGENT][NEUTRAL] OK, and you said the fax number is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, you're right, and could be able to uh spell your name for me because I didn't get that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Um, I hope that's it for today. Thank you so much for all these informations. Can I get the call reference number for this one?
[AGENT][NEUTRAL] Uh, if you like, you may use my name and today's date as call reference.
[CUSTOMER][POSITIVE] Yeah, thank you so much [PII].
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling ACL.
[CUSTOMER][POSITIVE] Thank you so much for all this information. Yeah, how long, yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, how long it will to get the EOP?
[AGENT][NEUTRAL] I'll be in a few moments.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yeah. Bye bye. Have a great day and take care. Bye bye.
[AGENT][NEUTRAL] Bye.