AccountId: 011433970860
ContactId: 585c8331-0a6f-4190-bda2-be2ee59faae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496679 ms
Total Talk Time (AGENT): 196790 ms
Total Talk Time (CUSTOMER): 188895 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/585c8331-0a6f-4190-bda2-be2ee59faae0_20250527T12:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII] my sister.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for the provider to check on the claim status. Please be informed that this call is being recorded and monitored for quality and training purposes. May I know how can I help you with the patient's information or the provider's information?
[AGENT][POSITIVE] Yes [PII], can I have a call back number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. No extension it's a direct line. And the policy number will be
[AGENT][NEUTRAL] Could you repeat that number again?
[CUSTOMER][NEUTRAL] It's [PII]. No extension, it's a direct line.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2552915.
[AGENT][NEUTRAL] And what is this member's name and date of birth that you're calling to check the status of a claim for [PII] and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh, sorry, your voice is breaking. Could you please be [PII]?
[AGENT][NEUTRAL] Do you want me to be [PII] or do you need me to speak clear? Which one?
[AGENT][NEUTRAL] Are you able to hear me?
[CUSTOMER][NEUTRAL] Speak clear you.
[AGENT][NEUTRAL] OK, so could you provide me with the member's name and date of birth that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm able to hear you now.
[CUSTOMER][NEUTRAL] Yeah, the member's first name is [PII], the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] And [PII], thank you. What is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] The service will be July, OK, it's [PII] and the charges will be 400 and, OK, just a second for the charges.
[CUSTOMER][NEUTRAL] It's not a charge.
[CUSTOMER][NEUTRAL] Yeah, the charges is $562 even.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] uh.
[AGENT][NEUTRAL] Do you have a procedure code?
[CUSTOMER][NEUTRAL] Yeah, the procedure code is 99223.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. There was a payment of $435 made on this claim.
[AGENT][NEUTRAL] 49 cents.
[CUSTOMER][NEUTRAL] Uh, just a second. Could you please tell me the receipt that I processed it once again I didn't catch you.
[AGENT][NEUTRAL] The claim was received [PII], [PII]. The claim was processed [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Would you like for me to repeat them dates for you again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And what's the charges you said?
[AGENT][NEUTRAL] There was a payment of $435.49 made on that claim.
[CUSTOMER][NEUTRAL] OK. How was the payment done via check or EFT?
[AGENT][NEUTRAL] There was a check. The check number is 2045165.
[CUSTOMER][NEUTRAL] 965
[CUSTOMER][NEUTRAL] OK, was it a single check or a bulk check?
[AGENT][NEUTRAL] So check.
[CUSTOMER][NEUTRAL] OK. And do you have the payment cash clear date?
[AGENT][NEUTRAL] It was just sent out on the [PII] of this month.
[CUSTOMER][NEUTRAL] OK. And how, when was the payment done?
[CUSTOMER][NEUTRAL] Paid amount, uh, pay date, sorry.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It was sent out on the [PII] on the the um the [PII], the dates that I just provided you the receive date and the process date.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The [PII] it was sent out, so the claim was received on the [PII]. The claim was processed on the [PII]. So therefore the check may have went out that day or the day after, which was the [PII]. I'm not sure. However, in the system it shows that the date received was the [PII]. The date processed was the [PII].
[CUSTOMER][NEUTRAL] So the pay date is also same as the process date.
[CUSTOMER][NEUTRAL] So what about the pay date? It will be [PII] or [PII].
[AGENT][NEUTRAL] I'm not sure. I can only verify that it was processed and the check may have been sent out on the [PII]. It may be possible, but I'm not sure. So it may have been sent out on the [PII]. However, I can only provide to you what's in the system.
[CUSTOMER][NEUTRAL] OK. Could you please verify the payment's mailing address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and the street and the zip code?
[AGENT][NEUTRAL] Well, I mean it wouldn't be a street name if it's a PO box because it's going to a PO box.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, I'm talking about you said [PII]. What about the uh remaining address?
[AGENT][NEUTRAL] That is the mailing address, the PO box.
[CUSTOMER][NEUTRAL] But I'm going to that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have
[AGENT][NEUTRAL] So when there's a PO box, there is no street because the PO box is a PO box, not a street, not a physical location. So you want the city and state, I gave you [PII]. I gave you [PII] City.
[CUSTOMER][NEUTRAL] I'm talking about state, state.
[CUSTOMER][NEUTRAL] State and zip code.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And state.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you please verify me the patient's account number?
[CUSTOMER][NEUTRAL] I log in there.
[AGENT][NEUTRAL] The account number for you or the account number here at American Public Life?
[CUSTOMER][NEUTRAL] Patient's account number.
[AGENT][NEUTRAL] So when you say account number [PII], I'm confused. Are you saying the patient account number for American Public Life or for the Florida physician?
[CUSTOMER][NEUTRAL] Yes, patient account number for American Public Life.
[AGENT][NEUTRAL] The policy number is 2552915 that you provided me in the beginning of the call.
[CUSTOMER][NEUTRAL] Patient's account number I'm talking about that means V as in Victor number you have. There are some numbers and in between the visa and and there again, there are some numbers.
[AGENT][NEUTRAL] Oh that's the patient's account number with the facility that is your account number. So it is 3614417 V as in Victor 13023. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and you don't have the payment cash clear yet, am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Could you please send me the copy of UB?
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] The fax number is 8, the fax number is 868 866.
[CUSTOMER][NEUTRAL] 8254869 in attention to the patient's account number.
[AGENT][POSITIVE] Alrighty, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it for the day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye, [PII].
[CUSTOMER][NEUTRAL] Uh