AccountId: 011433970860
ContactId: 56b98959-d83e-4f5f-ab8f-5c8cf234c2c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 939630 ms
Total Talk Time (AGENT): 226297 ms
Total Talk Time (CUSTOMER): 170635 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/56b98959-d83e-4f5f-ab8f-5c8cf234c2c2_20250319T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, sir. This is [PII] calling for the uh Bates County Memorial Hospital to check on the payment information on the claims. And please be informed this call is being recorded and monitored for the quality and training purposes.
[AGENT][POSITIVE] Thank you. Sure, Mr. [PII], I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII]. That's the direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 018359777.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data service is [PII] and the charge amount is
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, the bill charged amount is $39,688.52.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, let me see if I can find this claim for you and that was [PII], the amount 39,688. 52 cents, correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the future you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sorry, excuse me, let me go ahead and pull this ELB, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we processed this twice. Um, it looks like it was um voided and reissued, and this is the one that we reissued um on [PII], and the claim was processed and we send a benefit amount of $1,074.30.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And may I know the mode of payment?
[AGENT][NEUTRAL] Is a check, a single check, paper check?
[CUSTOMER][NEUTRAL] OK, can I have, can I also have the check number?
[AGENT][NEUTRAL] Uh sure. The check number is 2029591.
[CUSTOMER][NEUTRAL] OK. So, uh, we have the number 2004952. Is that the canceled check?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And can I also have the check issue date and the cash date?
[AGENT][NEUTRAL] The issue date was on [PII]. Um, it's not cash just yet. It's not showing that it's cash at this moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And could you please verify the address where the payment is sent to?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK. And just to verify, previously it was uh it, uh, previously it was also a paper check, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Thank you so much, sir. And I have 2 more claims and the different members. And can you also help with as well?
[AGENT][NEUTRAL] Uh, sure, yes, let me go ahead and make a note on this one, and you don't need any other information on this one.
[CUSTOMER][NEUTRAL] Yeah, uh, do you have any call reference number for this one?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] One moment, let me go ahead and finalize the note on this one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] In the meantime, can you spell your name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, what's the next policy number?
[CUSTOMER][NEUTRAL] So the next policy number is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Monday
[CUSTOMER][NEUTRAL] Yeah, it's 016.
[CUSTOMER][NEUTRAL] 77458 ML 7.
[AGENT][NEUTRAL] Thank you. Um, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah. The name is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data service is [PII]. The bill charge amount is $32 even.
[AGENT][NEUTRAL] OK, uh, let me check and see if I find out this one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah I'm waiting on the it's gonna be a minute.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, it looks like uh we processed the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we send a benefit amount of $14.66.
[CUSTOMER][NEUTRAL] This is also a paper check, and can I have a check number?
[AGENT][NEUTRAL] Yes, the check number is 2004815.
[CUSTOMER][NEUTRAL] And it was cast out loud.
[AGENT][NEUTRAL] This one has not been cashed yet.
[CUSTOMER][NEUTRAL] Thank you. And could you please verify the address for this one?
[AGENT][NEUTRAL] Yeah, it looks like it's maybe the same address. Let me see, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. And the last meal, right when you ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you don't need any other information on this one.
[CUSTOMER][NEUTRAL] That's all for this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make a note.
[AGENT][NEUTRAL] OK, and what's the next policy number?
[CUSTOMER][NEUTRAL] Sure. The last policy number is 018.
[CUSTOMER][NEUTRAL] 85462
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Sure. It's 018.
[CUSTOMER][NEUTRAL] 854
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient.
[CUSTOMER][NEUTRAL] Yeah, the name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, what's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service is uh [PII]. The charge amount is $764.27.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me pull this.
[AGENT][NEUTRAL] One moment, I'm gonna put the.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] It's gonna be one more minute. It looks like that was a duplicate, so let me pull the original one.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so the original claim was processed on [PII], and we send a benefit amount of $67.24 to the provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6724. OK. And this was also a check payment?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And can I have a check number for this one?
[AGENT][NEUTRAL] OK, that is 1,869,240.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And this was also noted cash, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. And can you verify the address for this one?
[AGENT][NEUTRAL] OK, this one went to [PII].
[CUSTOMER][POSITIVE] OK. So you issued on [PII] and noted cash. OK. All right. That's all for that is all. Thank you so much for the information, sir. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a good day. Bye bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.