AccountId: 011433970860
ContactId: 547a8ab0-0aac-49c0-8899-36b64ee02401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549020 ms
Total Talk Time (AGENT): 132699 ms
Total Talk Time (CUSTOMER): 218828 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/547a8ab0-0aac-49c0-8899-36b64ee02401_20250613T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, very good afternoon, [PII], and I hope you are doing well, and my name is [PII].
[AGENT][NEUTRAL] OK, [PII], how can I help you today?
[CUSTOMER][NEUTRAL] OK. So first of all, may I have uh spell of your name, please?
[AGENT][NEUTRAL] Uh my name is [PII]. It's [PII]
[CUSTOMER][POSITIVE] OK, very nice name, [PII]. Uh, first of all, I hope you're doing well. And secondly, I need your help to look out for the claim status. So could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, just allow me a moment.
[CUSTOMER][NEUTRAL] Yeah, it is 1236655, M for monkey, L for Lima, 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And what were the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, sure. The date of service for this claim was [PII]. And the bill charges that I can see on my system uh was $146 US dollars.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Yeah, sure. Please take your time. No worries at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I've got I've got claims on file for that date, that was 4-18-2025, correct?
[CUSTOMER][POSITIVE] Yes, you are correct.
[AGENT][NEUTRAL] Um, who is the provider?
[CUSTOMER][NEUTRAL] Provider, uh, basically you want to know the name of your facility or provider?
[AGENT][NEUTRAL] Um, I just, I only have claims for Sheridan Healthcare Health Corp.
[AGENT][NEGATIVE] But it doesn't match the dollar amount that you gave me. Do you have a a procedure code by chance? CPT code?
[CUSTOMER][NEUTRAL] OK, just give me a moment. I have to check it out. Uh, just allow me a few seconds.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Just give me a moment and.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Oh, thank you so much for having patience. And the CPT bill was 99213.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like we don't have this claim on file. Could you resubmit that?
[CUSTOMER][NEUTRAL] But uh this claim was sent by a paper.
[AGENT][NEUTRAL] OK, do you wanna fax it or file it electronically?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it was being, just give me a moment.
[CUSTOMER][NEUTRAL] La permission done by paper. I just, just allow me a second.
[CUSTOMER][NEUTRAL] Please hold on.
[CUSTOMER][NEUTRAL] Just hold on.
[CUSTOMER][NEUTRAL] Yeah, it was.
[CUSTOMER][NEUTRAL] As I can see.
[CUSTOMER][NEUTRAL] It was sent on
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It was sent on what date?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, I don't show that we've received it. Can you resubmit the claim?
[CUSTOMER][NEUTRAL] Just, just again, just again, let me reconfirm the state once again.
[CUSTOMER][NEUTRAL] Oh, no, no, no, I'm sorry. I'm sorry. I'm so sorry. I do apologize for the wrong date. But basically, it was sub uh submitted on [PII] by paper.
[AGENT][NEUTRAL] Yeah, we, we haven't received it. Can you resubmit it?
[CUSTOMER][NEUTRAL] OK, you have not received any claim?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. So basically that just means the claim is being not on file.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I just need, uh, I just want to know about those questions from you. First of all, may I have your payer ID please?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] Yeah it is 608601.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, 60801. All right, now I'm correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And what about the timely filing?
[AGENT][NEUTRAL] Um, there's no timely filing limit. You can file anytime.
[CUSTOMER][NEUTRAL] OK, great. No timely filing you just note down this details.
[CUSTOMER][NEUTRAL] And may I know your [PII] box address? Because recently, the claim was sent in Health Option insurance [PII]. That is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, our, our address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Your address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's [PII], [PII].
[CUSTOMER][NEUTRAL] Could you please spell that?
[AGENT][NEUTRAL] Um it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. So [PII]
[CUSTOMER][NEUTRAL] OK, OK. So.
[CUSTOMER][NEUTRAL] So it is [PII].
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Welcome home. It's [PII] OK, got it. And is there uh additional information regarding to the PO box address?
[AGENT][NEUTRAL] [PII] City, [PII], and then the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, please repeat this information once again. The zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] OK, OK. So thank you so much, [PII], for giving this valuable information and your assistance and have a great day and wish you a very happy weekend. And lastly, I just need your call reference number. So please, could you provide me that?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, call reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh, could you please repeat that?
[AGENT][NEUTRAL] The call reference number is my name, [PII].
[AGENT][NEUTRAL] In today's date
[CUSTOMER][POSITIVE] OK, OK, uh, OK, OK. Well, thank you so much for this information once again and have a great day. Bye-bye.
[AGENT][POSITIVE] OK, thank you for calling APL happy weekend. Bye bye.