AccountId: 011433970860
ContactId: 4c91aabc-7b68-4caf-be47-10a7346faed5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1101300 ms
Total Talk Time (AGENT): 255034 ms
Total Talk Time (CUSTOMER): 302836 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/4c91aabc-7b68-4caf-be47-10a7346faed5_20250519T20:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from doctor's office, checking on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII] is my extension.
[AGENT][NEUTRAL] Thank you. And then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Sure, the member first name was the way the policy name, policy number 02521727.
[AGENT][NEUTRAL] OK, and the member's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] Alright, and I've got Miss [PII] pulled up. What is the data service and charge amount?
[CUSTOMER][NEUTRAL] Yeah, the data service [PII], and the charge amount is $1,728 even.
[AGENT][NEUTRAL] OK, and then can you give me the charges after the primary insurance paid?
[CUSTOMER][NEUTRAL] Uh, sorry?
[AGENT][NEUTRAL] The charges after the primary insurance paid their part?
[CUSTOMER][POSITIVE] Yes, yeah, that's right.
[CUSTOMER][NEUTRAL] Yes, uh, previously the pre, uh, primary was paid and it was transferred to the next responsibility party.
[AGENT][NEUTRAL] OK, and what were the charges after the primary?
[CUSTOMER][NEUTRAL] Yeah, the charges is one quick one quick second, sorry.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah it's $74.62.
[AGENT][NEUTRAL] OK, thank you. And then can you give me the name of the facility you're calling from, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's uh Mickleo physician associates.
[CUSTOMER][NEUTRAL] And can I have your name?
[AGENT][NEUTRAL] Yes, my name is [PII], it's [PII]
[AGENT][NEUTRAL] OK, [PII], I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service of [PII], I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and can I get the uh patient's effective date on donation date?
[AGENT][NEUTRAL] Yes, you can. It is the effective date is [PII], and there is no termination date.
[CUSTOMER][NEUTRAL] OK, [PII] and still active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And can I get the claim mailing address?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] One quick second.
[AGENT][POSITIVE] Yes, sir. Go ahead and take your time.
[CUSTOMER][NEUTRAL] ZIP code is [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, and what will be the timely filing limit?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] So no timely filing limit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what about uh payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Got it. Allow me one quick second. Let me document my notes.
[AGENT][POSITIVE] OK. Yes, take your time.
[CUSTOMER][NEUTRAL] And what will be the call reference number and let's move to the next patient.
[AGENT][NEUTRAL] The call reference number is my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, and let's move on to the next version when now you're ready.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] Yes, thank you so much and one quick second let me check whether it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the next member ID.
[CUSTOMER][NEUTRAL] 02212
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up that policy.
[AGENT][NEUTRAL] All right, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then may I have the date of service please?
[CUSTOMER][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] Uh, one quick second. So the date of service for this patient was [PII].
[CUSTOMER][NEUTRAL] The charge amount is $1,008 even.
[AGENT][NEUTRAL] OK, and what is the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] Yeah, the coinsurance is $99.56.
[AGENT][NEUTRAL] OK, and then may I have the facility name, please?
[CUSTOMER][NEUTRAL] Yeah, it's under the same facility.
[AGENT][NEUTRAL] McLloyd, OK, alright, I'm gonna put you on a quick hold and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding for me, [PII]. So looking on this one, the data service of [PII] for [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] With the amount that you've given me.
[CUSTOMER][NEUTRAL] OK, so that is, or is there any claim for the day um.
[CUSTOMER][NEUTRAL] Uh, [PII], on the day of service of [PII].
[AGENT][NEUTRAL] Let me check to see.
[AGENT][NEUTRAL] Yes, we do have claim on file for her.
[AGENT][NEUTRAL] That was paid
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The charge amount, please.
[AGENT][NEUTRAL] The charge amount was $834.44.
[AGENT][NEUTRAL] was also paid $834.44.
[CUSTOMER][NEUTRAL] Yeah, yeah, I got it. OK, wait one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $834 right?
[AGENT][NEUTRAL] Yes, sir, and 44 cents.
[CUSTOMER][NEUTRAL] Yeah thank you yeah yeah that's not the claim it's a no claim on file, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So, uh, let's move to the next question whenever [PII]ou're ready. How many clients you will check for call? I do have 2 more clients.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK, we can do both of them.
[CUSTOMER][NEUTRAL] And before that, yeah, is it OK, uh, before that, uh, can I get the, uh, um, effective date on termination date?
[AGENT][POSITIVE] Yes, you can.
[AGENT][NEUTRAL] The effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] One quick second patient.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I do from.
[CUSTOMER][NEUTRAL] One moment, I'm, I'm just augmenting my notes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you so much for understanding patient plan effective.
[CUSTOMER][NEUTRAL] OK, and let's move to the next question whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] Yes, thank you so much and the next patient is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, it's on [PII]. And the charge amount is $1160 even. And secondary to pay the deductible amount of $411.31.
[AGENT][NEUTRAL] OK. And then it's also for [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's under the same.
[AGENT][POSITIVE] OK, alright, brief hold again. I'm gonna look up this one. I'll be right back with you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Thank you [PII] for holding for me so looking on this one we have the same situation where there is not a claim on file for that data service.
[CUSTOMER][NEUTRAL] One more second please.
[CUSTOMER][NEUTRAL] OK, um, mm.
[CUSTOMER][NEUTRAL] Can I get the effective date on termination date?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And there is no termination date it is active.
[CUSTOMER][NEUTRAL] So no claim on file for the data service of uh [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One quick second. So there is no claim, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Mhm yeah I got it thank you so much and uh.
[CUSTOMER][NEUTRAL] Let's move to the last patient whenever you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Yeah, the last patient is [PII].
[AGENT][NEUTRAL] OK, let me look them up.
[AGENT][NEUTRAL] OK, and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, the patient's first name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, and then what is the date of service for this one?
[CUSTOMER][NEUTRAL] Um, sure, the data service for this one is.
[CUSTOMER][NEUTRAL] [PII] and the charge amount is $1,0008 even.
[CUSTOMER][NEGATIVE] And secondary needs to pay.
[CUSTOMER][NEGATIVE] Yeah, it's a deductible. Second, it needs to pay the $500.50.
[AGENT][NEUTRAL] $750.50. Is that correct?
[CUSTOMER][NEUTRAL] No, no. It's, it's 550 cents.
[AGENT][NEUTRAL] $500.50. OK, I'm gonna put you on another.
[CUSTOMER][NEUTRAL] Yeah, the total charge amount is $1,008 even.
[CUSTOMER][NEUTRAL] Yep, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I'm gonna check this one 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 again this one doesn't have a claim on file either.
[CUSTOMER][NEUTRAL] Can I get the effective date and the motion date?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The effective date of the policy is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, [PII] and still active, got it and uh.
[CUSTOMER][NEUTRAL] Yes, it's gonna be the same claim I just right.
[AGENT][NEUTRAL] I'm sorry, can you repeat that question?
[CUSTOMER][NEUTRAL] It's gonna be the same claim mailing address, right?
[AGENT][NEUTRAL] Yes, the same.
[CUSTOMER][NEUTRAL] And the payer ID is 60801, right?
[AGENT][NEUTRAL] Also
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Yeah, alrighty, thank you so much for your assistance. Have a wonderful day bye bye.
[AGENT][POSITIVE] You too [PII] thank you for calling APL you have a great day also bye bye sir.
[CUSTOMER][NEUTRAL] You too bye bye.