AccountId: 011433970860
ContactId: 6c21300a-f232-4d87-a7a0-9f0e9fc8db4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 585440 ms
Total Talk Time (AGENT): 244131 ms
Total Talk Time (CUSTOMER): 192734 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/6c21300a-f232-4d87-a7a0-9f0e9fc8db4b_20241230T15:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] from Medical University Hospital Authority to check a claim status. I didn't quite catch your name. Can I get your name once again, please?
[AGENT][NEUTRAL] Absolutely. My name is [PII].
[AGENT][POSITIVE] And [PII], it would be my pleasure to assist you with claim information.
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] What is a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the, do you have the claim number or policy number for the patient?
[CUSTOMER][NEUTRAL] I do have a policy number. Uh, the policy number of the patient is 023893887.
[AGENT][NEUTRAL] Thank you, [PII]. I'm sorry, [PII], and what is the policy number? I'm sorry, the patient's name and date of birth, I apologize.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Uh, that is, that's fine. That is, uh, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Alright, thank you [PII] it would be a pleasure to assist you with claim information for [PII]. What is the data service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That uh [PII].
[AGENT][NEUTRAL] What is the bill amount please?
[CUSTOMER][NEUTRAL] Uh, $330 and even that is 330.
[AGENT][NEUTRAL] Thank you and what is the facility name?
[CUSTOMER][NEUTRAL] Um, the facility name is, uh,
[CUSTOMER][NEUTRAL] And yours
[CUSTOMER][NEUTRAL] That is Medical University Hospital Authority.
[AGENT][NEUTRAL] Alright, thank you, [PII]. [PII], we did receive the additional claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And processed on [PII] and paid 15906 to Medical University Hospital.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. This process and paid by check or EFT?
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Bless you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You guy, uh, the claim is allowed and pay the $159.06.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] It's like, can I get the check number?
[AGENT][NEUTRAL] Check number 200.
[AGENT][NEUTRAL] 4805.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh it, it is issued and cleared up?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check number 2004805 issued on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't see that it's cleared and I can give you the address it was mailed to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And can I get the address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, thanks for this information. And can I get the uh UOP along with the copy of check?
[AGENT][NEUTRAL] EOBs are available on our provider portal at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, thanks for that. And is it possible to fax a copy of check alone?
[AGENT][NEGATIVE] It's still not cleared um.
[AGENT][NEUTRAL] I can put in a request for a copy of that check, but it will not have the banking information on it since it's not cleared.
[CUSTOMER][NEGATIVE] Yeah, um, but it has been issued more than, uh, 60 days, right? Why does not have been cleared up.
[AGENT][NEUTRAL] I don't know, but if you would like we can put in a request to see if it has cleared and if it has not this check can be voided and a new check can be reissued.
[AGENT][NEUTRAL] Would you like for us to put in a request?
[CUSTOMER][NEUTRAL] Sure, is it possible to try to check my card?
[AGENT][NEUTRAL] Yeah, we can put in a request to have that if you'll bear with me just one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] I can do that right now for you.
[AGENT][NEUTRAL] Just bear with me just one second.
[AGENT][NEUTRAL] Is the address correct?
[CUSTOMER][NEUTRAL] Take your time. The address is the fact.
[AGENT][POSITIVE] OK, good, thank you.
[AGENT][NEUTRAL] It just takes me just a minute.
[AGENT][NEUTRAL] And if you would like I can help you create a log in on our portal for that EOB while I'm doing this if you would like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] Uh, I, I, I did have a, uh, uh, uh, identity in portal. I could be able to pull up that. I just want, I do have access. I just need to make sure whether the check has been cleared or not. Thanks for your concern, [PII], for me, for me negating the hotel. Mhm. And uh
[AGENT][NEUTRAL] You have an access?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Shoot
[AGENT][POSITIVE] Well, that's, you know, that can help you and so that's why I wanted to make sure cause we gotta help each other.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's always good to help someone.
[CUSTOMER][POSITIVE] Uh, that's, that's a great out for you.
[CUSTOMER][POSITIVE] That's so sweet of you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh what is the time when I call I can call and check to check whether the the updated information of to check whether it is cleared or not. What's the turnaround time, when will the request it will be uh replied.
[AGENT][NEUTRAL] So with the holidays.
[AGENT][NEUTRAL] I would give it about.
[AGENT][NEUTRAL] 10 to 15 days.
[AGENT][NEUTRAL] Because there, we have.
[CUSTOMER][NEUTRAL] Thanks for that. And can I get the claim number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, let me give you the claim number.
[CUSTOMER][NEUTRAL] Yes, it's going to be a nearer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, the claim number is 351-0892. Now we did receive another claim it was denied as a duplicate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] If you just give me one minute if you need that claim number I can provide that claim number as well.
[AGENT][NEUTRAL] Give me just one second to complete this request.
[CUSTOMER][NEUTRAL] Uh sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just takes me just another minute.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, that request has been submitted. Once we get the OK um to void this check, it will be sent to our claims department to reissue.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It will have a new claim number as well, so I would call back.
[AGENT][NEUTRAL] In about
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 10 to 15 business days and we can check on it for you.
[CUSTOMER][POSITIVE] Uh, thanks for that.
[CUSTOMER][NEUTRAL] And uh can I get a call reference number for this one?
[AGENT][NEUTRAL] The call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did I spell my name for you earlier?
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for your assistance today.
[AGENT][POSITIVE] All right. Well, it has been a pleasure to assist you with that claim information, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] [PII]. Uh, it's so good to speak with you. Thank you for your time and thank you for your assistance and thank you for sending me the request to uh to know whether the check has been cleared or not. And, uh, again, thank you for, uh, I made a request to reissue the voided check and reissue the new check. It is a great help. Thank you.
[AGENT][POSITIVE] It's been my pleasure. And thank you, [PII], for calling APL. I hope you have a lovely day.
[CUSTOMER][POSITIVE] Thank you. I hope you too bye.
[AGENT][NEUTRAL] Bye-bye.