AccountId: 011433970860
ContactId: 64e92765-0f9c-410c-9b53-2d2339f690f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336079 ms
Total Talk Time (AGENT): 161826 ms
Total Talk Time (CUSTOMER): 72941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/64e92765-0f9c-410c-9b53-2d2339f690f2_20250414T18:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor Native Creek's office.
[CUSTOMER][NEUTRAL] And I was calling on a claim for a patient.
[AGENT][NEUTRAL] OK, well I can definitely help you with the claim. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02319102.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Data service is [PII].
[CUSTOMER][NEUTRAL] And it's $225?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the provider on the claim?
[CUSTOMER][NEUTRAL] It's Doctor [PII] C3.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Is there any other total bill that it could be?
[AGENT][NEUTRAL] Or is the 225 the only total bill?
[CUSTOMER][NEUTRAL] There were 2 claims submitted in for this patient.
[CUSTOMER][NEUTRAL] Um, I do show that we received payment for one of them for the 4 quads of SLP and the extraction.
[AGENT][NEUTRAL] I found it.
[AGENT][NEUTRAL] OK. And here goes this.
[CUSTOMER][NEUTRAL] It was paid.
[AGENT][NEUTRAL] And I see the 2nd claim here. I got it. Hold on one moment. So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, that's the first claim. OK, I see what happened. All right, so we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 4462.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider, um, a total of $158.
[AGENT][NEUTRAL] And let me get that. Did you need that check information?
[CUSTOMER][POSITIVE] Yes, thank you so much. Can you see if it's been lashed?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I sure can. Hold on one moment. So let's check number 201.
[AGENT][NEUTRAL] 985 9.
[AGENT][NEUTRAL] It was a single check.
[AGENT][NEUTRAL] And it was mailed to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I do see that it's still outstanding. Um, so I can send this over to our representative to check on the check. If it in fact has been cleared, we'll be able to provide a copy of the clear check. If not, we can void this one and reissue it since it's been well over 30 days.
[CUSTOMER][NEUTRAL] OK, so how long will that take?
[AGENT][NEUTRAL] Um, just to be on the safe side, we usually say 7 to 10 business days, that's just our, our normal turnaround, um, but it could be less time than that where we just give the full turnaround just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] So will I have to call back or um y'all will go ahead and replace that if if so.
[AGENT][NEUTRAL] And the first
[AGENT][NEUTRAL] Oh no, you don't have to call back. So once she checks on it, if it um has been cleared, then I'll just, um, well, if you want to, you can give me a fax number now. I can, you know, if there is one, I'll have them fax it to you, but if not, then we would just void it and send it back out to y'all.
[CUSTOMER][NEUTRAL] OK, the fax number whenever you're ready.
[AGENT][POSITIVE] Mhm. I'm ready.
[CUSTOMER][NEUTRAL] It's it's 9:36.
[CUSTOMER][NEUTRAL] 327
[CUSTOMER][NEUTRAL] 9496.
[AGENT][NEUTRAL] It should um I put attention, [PII], if we have to use it?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that's 9363279496?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty, well, I will um go ahead and send this over um to the billing rep now and then, um, depending on how she responds, you will either get a copy of the check faxed to you or you'll be receiving a new copy of the check.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's it. Have a good day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.