AccountId: 011433970860
ContactId: 42dabf2a-1a62-4fc7-a32f-93c5d5f96bad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 543380 ms
Total Talk Time (AGENT): 228380 ms
Total Talk Time (CUSTOMER): 147577 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/42dabf2a-1a62-4fc7-a32f-93c5d5f96bad_20250313T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office to check the claims. Can you please spell your name for me?
[AGENT][NEUTRAL] Uh, sure, it's spelled [PII] and then yes, I can check on that claim for you. Um, can I get a good call back number from you first, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy ID is 2202258745 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII], with the date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] with the billed amount, $1,197 even.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] My name is
[AGENT][NEUTRAL] OK, was that amount uh before or after major medical paid?
[CUSTOMER][NEUTRAL] Uh, it is before and the after.
[CUSTOMER][NEUTRAL] It before it was paid.
[AGENT][NEUTRAL] OK, and what was the name of the provider's office that you're with?
[CUSTOMER][NEUTRAL] Morian and Brook ANC.
[AGENT][NEUTRAL] Do you have that tax ID by chance?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that one moment.
[CUSTOMER][NEUTRAL] Payment
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, so I did find that claim. I appreciate your patience. It looks like we paid a benefit of $165.88 and I've got that uh claim number and then that check information whenever you're ready.
[CUSTOMER][NEUTRAL] Mm I think 11 2nd.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Can you please let me know the claim receive date?
[AGENT][POSITIVE] Oh yes, give me just a moment, let me get that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK. Allowed amount?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you please let me know the allowed amount?
[AGENT][NEUTRAL] We made a payment of $165.88 for this claim.
[CUSTOMER][NEGATIVE] With no patient responsibility.
[AGENT][NEUTRAL] Not that I see.
[CUSTOMER][NEUTRAL] EFT number?
[AGENT][NEUTRAL] So that claim number is 3549413.
[CUSTOMER][NEUTRAL] Can you please let me know the payment number if it is paid 3 of your check.
[AGENT][NEUTRAL] The check number?
[AGENT][NEUTRAL] Yes, I've got that check number. Uh, that is 2021.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 853.
[CUSTOMER][NEUTRAL] Um, can you please let me know whether it is a bulk payment or single payment?
[AGENT][NEUTRAL] It was a single check.
[CUSTOMER][NEUTRAL] When was it issued?
[AGENT][NEUTRAL] It was issued [PII], and I am showing that it is still outstanding it has not yet cleared, so I can get that voided and reissued um before I do that, um, I can confirm the address that we have whenever you're ready.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. Please let me know the address.
[AGENT][NEUTRAL] Yes, we've got [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEGATIVE] OK, alright then I will get this voided and reissued.
[CUSTOMER][POSITIVE] It is correct, right?
[AGENT][NEUTRAL] Did you need me to
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] The address is correct.
[AGENT][NEUTRAL] OK, yeah, so I can get this check voided and reissued to you then since it's been well over 30 days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] I have another patient.
[AGENT][NEUTRAL] OK, give me just a moment. Um, this is a different, uh, under a different policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, um, you can go ahead and give me that next policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is 01611789, Mike Lima 8.
[AGENT][NEUTRAL] OK, and then the uh name and date of birth for this number?
[CUSTOMER][NEUTRAL] The patient's name is uh [PII], with the date of birth, [PII].
[AGENT][NEUTRAL] OK, and then uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII]. And it is billed for $688 even.
[AGENT][NEUTRAL] 688. OK, thank you one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim as well. Um, we made a payment of $115.12.
[CUSTOMER][NEUTRAL] Can you please let me the received date of the claim?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] OK, uh, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Uh, check number?
[AGENT][NEUTRAL] The check number is 2021.
[AGENT][NEUTRAL] 846.
[AGENT][NEGATIVE] And it looks like this one was uh the same situation as the other one. It was also issued [PII] and it has not yet cleared either. I do have the same address for this one as well, so I will also get this one voided and reissued to you.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] That claim number is 3549402.
[CUSTOMER][NEUTRAL] Call reference number. And can you please fax a copy of your?
[AGENT][NEUTRAL] Uh, did you want both of those EOBs?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, what's that fax number for you?
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, I will get both of those sent to you. Um, reference number would just be my first name, last initial, and today's date. Uh, so my name is [PII]lled [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Was that everything I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.