AccountId: 011433970860
ContactId: 640a9774-b372-4fd4-9aaf-b7d55b2b84b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371470 ms
Total Talk Time (AGENT): 105213 ms
Total Talk Time (CUSTOMER): 202346 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/640a9774-b372-4fd4-9aaf-b7d55b2b84b1_20250612T16:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Noman Health Go Health center to check on a general claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Of course, our best callback number is going to be [PII] with the extension of [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is going to be 023.
[CUSTOMER][NEUTRAL] 352
[CUSTOMER][NEUTRAL] 38
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is going to be [PII] and the last name is [PII]. And his date of birth is going to be on [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] So the data service is [PII] with the total charge of $341 even.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][POSITIVE] And can you please come again with your first name because I didn't catch it at the beginning. Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, got you.
[AGENT][NEGATIVE] OK, I'm showing the claim. There was, um, we received the claim twice the first time we made the maximum payment of $50 and the second time we denied it as a duplicate.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] Twice the first time we made the payment of $50 and the second time we denied as a duplicate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we have submitted this claim only on uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm seeing that we received that claim twice from that actually 3 times.
[CUSTOMER][NEUTRAL] OK, I'm seeing that we received that twice for that actually 3 times.
[AGENT][NEUTRAL] No, no, twice for that data service.
[CUSTOMER][NEUTRAL] OK, OK, so we have submitted, as I said to you earlier, I, we have submitted this claim only on uh [PII]. So I'm just looking upon the one claim which has been submitted on this specific date.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I don't see it a date for that.
[CUSTOMER][NEUTRAL] Don't see a date for that.
[CUSTOMER][NEUTRAL] OK, so you couldn't be able to see any.
[AGENT][NEUTRAL] Claim was this claim was received on [PII] and then again on [PII], but that's it.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But that's it.
[CUSTOMER][NEGATIVE] OK. So yeah, the first time it got the maximum paid and the second time it has been denied for uh.
[CUSTOMER][NEUTRAL] Duplicate that?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And may I have the process date? I mean, the pay date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. May I have the allowed amount and paid amount?
[AGENT][NEUTRAL] Amount paid was $50.
[CUSTOMER][NEUTRAL] It was $50.
[CUSTOMER][NEUTRAL] Same as I allow it.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] What about the remaining balance? Is it a provider's write off, or?
[AGENT][NEUTRAL] Um, we don't determine whether you write it off or whether you apply it to patient responsibility.
[CUSTOMER][NEUTRAL] We don't determine whether you OK, got you. And can you please help me out whether how the claim has been paid.
[AGENT][NEUTRAL] It was a check?
[CUSTOMER][NEUTRAL] It was a check?
[CUSTOMER][NEUTRAL] OK. May I have the draft number?
[AGENT][NEUTRAL] Check number is 1851639.
[CUSTOMER][NEUTRAL] Check
[CUSTOMER][NEUTRAL] OK. Is it paid for a bulk amount or single amount?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] Which is for $3.
[AGENT][NEUTRAL] $50.
[CUSTOMER][NEUTRAL] OK, and it got issued on [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, can you please help me out declare it or cash it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May change.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Can you please go ahead and verify the claim mailing address, I mean, pay to address?
[AGENT][NEUTRAL] Novent Health.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 28,260.
[CUSTOMER][NEUTRAL] Got you. And can you please send the UB to us via mailing address or to our fax?
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK. Is there any way that you can email to mailing, send it to our mailing address?
[AGENT][NEUTRAL] OK, for that you need to log in to the um provider portal at [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And you can use that claim number and you can download the um EOB.
[CUSTOMER][NEUTRAL] that claim
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, gotcha. So, no problem. So, can you please send your via fax?
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 467
[CUSTOMER][NEUTRAL] [PII] with the attention of my first name, [PII].
[AGENT][NEUTRAL] OK, you should receive that fax in the next 15 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Thank you to receive the
[CUSTOMER][NEUTRAL] Yes, of course. May I have the claim number?
[AGENT][NEUTRAL] Claim number is 3454691.
[CUSTOMER][NEUTRAL] It is 3454691.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you and may I have the go for today's call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] So thank you for your patience and providing me all the details, [PII]. So I hope and wish you a wonderful and blessed week ahead. Thank you. Bye.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yeah, well.