AccountId: 011433970860
ContactId: 572f673a-ad05-4a32-a414-da87056b21c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1340400 ms
Total Talk Time (AGENT): 243330 ms
Total Talk Time (CUSTOMER): 204543 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/572f673a-ad05-4a32-a414-da87056b21c1_20250416T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling to provide office to check on claim and status.
[AGENT][NEUTRAL] Yes, I can help you with claim status today. Who am I talking to?
[CUSTOMER][NEUTRAL] My name is [PII], and my last name initial is gonna be as [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you said [PII]?
[CUSTOMER][NEUTRAL] No, it's just a letter [PII].
[AGENT][NEUTRAL] Oh, OK, see.
[AGENT][NEUTRAL] OK, and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have the policy number, but but for going ahead, I would like to say this call has been recorded for the quality and the training purposes. Is that OK to you?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Uh, the policy number starts with 02496828.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Perfect. OK. And the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name is gonna be [PII]. Date of birth of [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Can you please verify the policy number that you gave me?
[CUSTOMER][NEUTRAL] The Policy number, just a moment, let me check one more material.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02496828.
[AGENT][NEUTRAL] OK, sorry, I was one number off. Just one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And then can you repeat their first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] chief. Date of birth of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and then do you have a data service in charge mount?
[CUSTOMER][NEUTRAL] Yes, the the first date of service is gonna be [PII].
[CUSTOMER][NEUTRAL] Just a moment for and for this data service I think so there are two claims. For one claim is gonna be $500 and the second one is gonna be $430 means $430.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or else you can if by chance you have a proper monthly it could be $930.
[AGENT][NEUTRAL] OK, just a moment while I look this clean up.
[AGENT][NEUTRAL] OK, so you said the charge amount 500, 430, and then the total would be 930?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the received date is [PII].
[AGENT][NEUTRAL] The process date.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and so it looks like we denied the $500 and the $430.
[AGENT][NEUTRAL] Because the policy benefits for the listed dates of service have been paid directly to the provider of service.
[CUSTOMER][NEUTRAL] Can you just explain me it and all.
[AGENT][NEUTRAL] So it just says the policy benefit was paid to the provider.
[CUSTOMER][NEUTRAL] You're stating that the policy benefits are paid to the provider?
[AGENT][NEUTRAL] Uh, just a moment. Let me put you on a brief hold and ask a colleague about this one. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey [PII], thank you for holding. So, I am still checking in on that, OK? And exactly what that means.
[CUSTOMER][NEUTRAL] OK then, how many time how much time it gonna take? Do you have any kind of idea?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I would say just like 30 seconds.
[CUSTOMER][NEUTRAL] Oh OK that's OK.
[AGENT][POSITIVE] OK. OK. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII]. So my colleague is still getting back to me. Uh, would you like a call back or do you mind just holding for a minute longer?
[CUSTOMER][NEUTRAL] No, oh yeah, it's OK. I will just hold you.
[AGENT][POSITIVE] OK. OK, thank you. I appreciate it.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][NEUTRAL] Mhm.
[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][POSITIVE] Hi, thank you for holding.
[AGENT][NEUTRAL] Hey, are you there? Hi, hi.
[CUSTOMER][NEUTRAL] Hello. Yes. Yes.
[AGENT][NEUTRAL] Um, OK, so it looks like.
[AGENT][NEUTRAL] We did pay these and what provider's office are you calling from?
[CUSTOMER][NEUTRAL] I'm calling from YMD Group holding LLC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we paid the provider's office. There's 2 different charge amounts.
[CUSTOMER][NEUTRAL] OK, so you're stating that you guys have paid to provider to us, so I just want the payment amount, like how many dollars did you have paid check number, cash number, and all stuff. If do you have any kind of uh information about the payment?
[AGENT][NEUTRAL] Yes, ma'am. So let me give you the claim number first.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is 35.
[AGENT][NEUTRAL] 88.
[AGENT][NEUTRAL] 577.
[AGENT][NEUTRAL] And we paid $818.75.
[CUSTOMER][NEUTRAL] $881818.75 right?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check number is 203.
[AGENT][NEUTRAL] 9110.
[AGENT][NEUTRAL] And then, do you happen to have the procedure codes?
[CUSTOMER][NEUTRAL] Uh yes, it's gonna be 36415 and the second one is gonna be 76805.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And yes, by, uh, can you just uh tell me when was the checker released?
[AGENT][NEUTRAL] Looks like it was [PII].
[CUSTOMER][NEUTRAL] OK, so the payment is done recently, right?
[AGENT][NEUTRAL] Yes, the payment is the amount $818.75.
[CUSTOMER][NEUTRAL] And you have, you guys have paid $818 to us for this particular game, right?
[AGENT][NEUTRAL] Yes, for that claim number I gave you.
[CUSTOMER][NEUTRAL] OK, thank you so much. Uh, actually I do have one more claim for you. Can you just please help me about that also if possible, same patient ID just that date of service is gonna be different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the date of service?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $379.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and it looks like the received date.
[AGENT][NEUTRAL] [PII]. The process date is for [PII].
[AGENT][NEGATIVE] This claim was denied.
[AGENT][NEUTRAL] see
[AGENT][NEUTRAL] And it looks like we need the EOB.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] Oh, can I get the fax number for you guys so I can just fax you the primary UB.
[AGENT][NEUTRAL] Yes, of course. So our fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94.
[AGENT][NEUTRAL] 23.
[CUSTOMER][POSITIVE] Thank you so much. And lastly, can I get the claim number for that date of service?
[AGENT][NEUTRAL] Yes, ma'am. It is 358.
[AGENT][NEUTRAL] 8208.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get the call reference number also?
[AGENT][NEUTRAL] Yes, it is my first name, which is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a great day ahead.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you. Goodbye.