AccountId: 011433970860
ContactId: 49ed7440-92c3-49be-9706-aca77b4d0d27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1026410 ms
Total Talk Time (AGENT): 151566 ms
Total Talk Time (CUSTOMER): 191307 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/49ed7440-92c3-49be-9706-aca77b4d0d27_20250609T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, good afternoon. This is [PII] calling on behalf of the provider. Um, I just wanted to check regarding the claim that was sent back for the process.
[AGENT][NEUTRAL] OK, I can check claim status for you Miss [PII]. May I please get your callback number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Uh, yeah, sure. Um, I do have your direct phone number which is [PII] then [PII]. And I'm calling on behalf of Midwest Orthopedic Center.
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes. Uh, this one is for patient [PII], and the date of birth is [PII]. I do have your ID number 02137840.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK and then what is [PII]'s date of service and charge amount?
[CUSTOMER][NEUTRAL] Uh, date of service way back on [PII]. The total charge is $1430 1430.
[AGENT][NEUTRAL] OK, and then what are the charges?
[CUSTOMER][NEUTRAL] Uh, I just
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, go ahead.
[AGENT][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] The charges after the primary paid their part?
[CUSTOMER][NEUTRAL] Um, $48.36.
[AGENT][POSITIVE] Thank you so much Miss [PII]. I'm gonna put you on a quick hold while I look up this claim for you and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 0985.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I have the claim information for you. The claim um number is 337.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0985.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was paid with check number 1816579.
[AGENT][NEUTRAL] In the amount of $83.34.
[AGENT][NEUTRAL] And the check was cleared on the bank on [PII].
[CUSTOMER][NEUTRAL] Mhm. Um, I do have a question. Um, yes, initially, um, patient responsibility is the $83.34. However, um, the primary insurance, I'm sorry, the primary insurance, um,
[CUSTOMER][NEUTRAL] Readdress or process the claim. They changed the patient responsibility from 8334 to 48.36. So there was an overpayment of $34.98. Um, actually, one of my colleagues called this last [PII] regarding if we can initiate the equipment for the overpayment.
[AGENT][NEUTRAL] OK, so you're wanting to
[AGENT][NEUTRAL] Get the overpayment for yourself or you're wanting to send us back the overpayment?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, you wanted the insurance to take back the overpayment.
[AGENT][NEUTRAL] OK, so let me see the last.
[AGENT][NEUTRAL] Let me look in the notes real quick.
[AGENT][NEUTRAL] OK, I do show that you guys are supposed to send in the overpayment.
[CUSTOMER][NEUTRAL] Um, instead of me, um, manually.
[AGENT][NEUTRAL] And I do see the call on [PII].
[CUSTOMER][NEUTRAL] Mhm. Um,
[CUSTOMER][NEUTRAL] Uh, our provider, um, preferred to
[CUSTOMER][NEUTRAL] Um, to the insurance to request, uh, electronic equipment and, and, uh, manual sending back, um, the overpayment to you guys.
[CUSTOMER][NEUTRAL] I is it possible?
[AGENT][NEUTRAL] No ma'am, we don't accept it that way you'll have to send in a check.
[CUSTOMER][NEUTRAL] Can we request a recruitment letter from you guys just for our doc uh documentation?
[AGENT][NEUTRAL] Now I do see that that was sent out on [PII].
[CUSTOMER][NEUTRAL] And because until now we didn't receive any letter request from the insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can we initiate another one?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, absolutely. I'm gonna put you on a quick hold and I'll get that ready for you and I'll be right back, OK?
[CUSTOMER][NEUTRAL] Yeah, yeah, sure.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3685.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, [PII]. I know it took a minute, but I got it the request in. Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, yeah, I just wanted to know the address, um, where it, uh, where it was sent to the request letter.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] It will be the address that we sent the check to, which will be.
[AGENT][NEUTRAL] Let me look it up real quick.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Yeah. Got it. Thank you. Yeah, so I guess I don't have any further question. Um, do you have any uh reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK. [PII]. OK. Got it. Thank you. Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good rest of your week and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye ma'am.
[CUSTOMER][POSITIVE] Mhm. Thank you, bye.