AccountId: 011433970860
ContactId: 5f7e48ed-4cba-45a9-8686-33a8567f8801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338760 ms
Total Talk Time (AGENT): 132618 ms
Total Talk Time (CUSTOMER): 130973 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/5f7e48ed-4cba-45a9-8686-33a8567f8801_20250128T15:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from the provider's office to.
[AGENT][NEUTRAL] OK [PII], this is, um, can I get a good call back number?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] OK, [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, actually, uh, the policy number, just give me a 2nd, 01861397 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, thank you, [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Uh yes, sir, actually the patient's name is uh.
[CUSTOMER][NEUTRAL] Hm, it's uh [PII] [PII], date of birth.
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] Yes, the date of service is uh [PII] and the end date is [PII]. Charge amount on this claim, just give me a second.
[CUSTOMER][NEUTRAL] It's just settle this again on my system.
[CUSTOMER][NEUTRAL] 228-584.50.
[AGENT][NEUTRAL] OK, 22,000 or 228584.50.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Um, let's see here.
[AGENT][NEUTRAL] OK, so I do have a claim number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 3555356.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] It was received [PII], processed [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It did process and pay $1,725.23.
[CUSTOMER][NEUTRAL] Uh, sorry to interrupt you. Could you please repeat me the paid amount?
[AGENT][NEUTRAL] $1700.25 dollars 23 cents.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] We need other amount?
[AGENT][NEUTRAL] Sir?
[CUSTOMER][NEUTRAL] May I know the allowed amount?
[AGENT][NEGATIVE] I, I'm sorry, I'm having a hard time understanding.
[CUSTOMER][NEUTRAL] May I know the allowed amount on this claim? You, you give me the paid amount for me. Also, may get the allowed amount.
[AGENT][NEUTRAL] The remaining balance on the claim was $1,725.23 and that's exactly what we paid.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] OK, I understand. Uh, may I know the allowed amount? You gave me the paid amount. Is it paid and the allowed amount the same?
[AGENT][NEUTRAL] There's no contractual amounts on these policies?
[CUSTOMER][NEUTRAL] OK, may I know the patient responsible?
[AGENT][NEUTRAL] We cannot advise any patient responsibility. It's gonna be up to the provider or the facility if there's any patient responsibility or provide a write off.
[CUSTOMER][NEUTRAL] OK, may I know the mode of payment? EFTI check.
[AGENT][NEUTRAL] It's gonna be a check. I can give you the check number.
[AGENT][NEUTRAL] The check number is gonna be 202.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 421 8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The check is currently outstanding. The check was issued [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have to allow it to 30 days to receive this check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the payment is in it to be right.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Payment was yet to pay, right? It is in still process payment is set to pay, right?
[AGENT][NEUTRAL] Yes, the check was issued on [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I said in, uh.
[CUSTOMER][NEUTRAL] The payment was it to pay. I got it, right? It is in still process, right?
[AGENT][POSITIVE] Yes, the check has been processed, yes sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so when can I follow up on this claim?
[AGENT][NEUTRAL] I'm sorry, sir. I, I'm having a hard time understanding.
[CUSTOMER][NEUTRAL] So then we can uh follow up on this claim, when we can expect that check.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You have to allow at least 30 days from the issue date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That it is OK.
[CUSTOMER][NEUTRAL] Thank you. And uh could you please spell out your name? I'll just make a note.
[AGENT][NEUTRAL] OK, so the call reference number will be my name [PII] and that's C [PII] with the first initial to my last name [PII], and today's date.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] OK, thank you. And also, uh, yeah, can I confirm with you one more time the check number. It's 302-4218, right?
[AGENT][NEUTRAL] No, 202-421-8.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Sorry for that. Thank you so much and have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome. If there's nothing else I can help you with, thank you for calling APL. Have a great day bye bye.
[CUSTOMER][POSITIVE] Yeah you too bye bye.