AccountId: 011433970860
ContactId: 6eea88db-d409-4a95-a526-4f7ec7a2fa6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396380 ms
Total Talk Time (AGENT): 234956 ms
Total Talk Time (CUSTOMER): 131027 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6eea88db-d409-4a95-a526-4f7ec7a2fa6f_20250102T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII] is [PII] returning your call?
[AGENT][NEUTRAL] Hi, Mr. [PII]. How are you?
[CUSTOMER][POSITIVE] Doing good how about you?
[AGENT][NEUTRAL] I'm doing good thank you. I am um in the process of reviewing the claim information that you sent to us and uh just looking at the claims history. I'm showing that we still don't have the information needed to process your radiation therapy benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I see that we have the claim statements and we have some EOBs, but we're still not showing the codes or descriptions for the actual therapy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I think you.
[CUSTOMER][NEUTRAL] Do you see what 3 of them are pending, correct?
[AGENT][NEUTRAL] Yeah and that that's what I'm working on now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, the first one has the wrong out of my statement, but the second two has the correct.
[AGENT][NEUTRAL] OK. Um, and I'm looking through them. I've been through all three, and none of them include the, the actual radiation therapy codes. It's still, those codes are still for the treatment and the planning and the management, but none of them are for the actual radiation delivery.
[CUSTOMER][NEUTRAL] Man, it's about the 3rd place, 3rd time we I sent this in, uh.
[AGENT][NEUTRAL] Understood. That's why I wanted to give you a call because I see um that you have been sending in the information, but it's still not included um and
[AGENT][NEUTRAL] And excuse me, and the information that you send to us. So I wanna suggest that if you can get um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The UBO4 is a form from the actual.
[AGENT][NEUTRAL] facility or doctor?
[AGENT][NEUTRAL] It's basically the professional claim form that where the facility would bill us directly and it'll have a breakdown of each.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Service and code that we need because for some reason, and I see uh I see Texas Oncology statements all the time, and they usually have those codes, but for some reason, I do not see them on the information that we're receiving. I, I looked through.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Even the one that says the 13, the last one, the very last one I sent in.
[CUSTOMER][NEGATIVE] That one should have been the correct one.
[AGENT][NEUTRAL] Let's see, so we have one that has 25 pages.
[AGENT][NEUTRAL] Let's see, cause we received 3.
[CUSTOMER][NEUTRAL] Uh-huh. Look on the first tell me the date on the very first page. It should say 11:14.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the very first page like it's like 11:14.
[AGENT][NEUTRAL] Let me take a look at that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so on the one that has 31 pages, the date printed was [PII].
[CUSTOMER][NEUTRAL] Yeah, that should be it. [PII].
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now tell me what you need again. I'm I'm gonna do, do my best because I need my money.
[AGENT][NEUTRAL] I know it seems like a lot, but, um, like I said, it stated, I'm not sure why the delivery is not showing on that because that's all we need is that, um,
[AGENT][NEUTRAL] The codes for the actual delivery. But um if you can reach out.
[CUSTOMER][NEUTRAL] Code for OK so.
[CUSTOMER][NEUTRAL] Can I, I, I'm gonna put you on speakerphone, my earphones so I can so I can type this into my phone. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm almost there.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, now let me get to my notes here. OK, I need that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The the code for.
[AGENT][NEUTRAL] It's a CPT code.
[CUSTOMER][NEUTRAL] For delivery of radiation.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] You wrote it down. C P as in Paul, Paul.
[AGENT][NEUTRAL] Yeah, C as in cat, P as in Paul, T as in Tom.
[CUSTOMER][NEUTRAL] Charleston.
[CUSTOMER][NEUTRAL] OK, and that is called the code of code for what is it called?
[AGENT][NEUTRAL] Radiation delivery.
[CUSTOMER][NEUTRAL] Code for radiation delivery.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hing delivery.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you can ask for, it's a a form, it's a 1500 form that's 1500 form or uh UB04.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Form.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] UB as in boy, 04.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm my daughter trying to call me in the middle of me typing in here. OK, code for radiation delivery and uh 1500 you.
[CUSTOMER][NEUTRAL] You have the wrong one you.
[AGENT][NEUTRAL] You be
[CUSTOMER][NEGATIVE] Oh shit, ma'am, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] UB as in Boston, OK, UB.
[AGENT][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] Go on.
[CUSTOMER][NEUTRAL] UB 04
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] OK, so 1500 UB04.
[AGENT][NEUTRAL] That's two different types of forms, so it's 1500 or UBO4 form.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 1500 R. OK, put that in there.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] RUB04 and what about the CPT thing? What does that that come in at?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] That's the code. That's the type of code that we need. It's a CPT code that would be on either of those forms.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's the code, the CPT code is for the radiation delivery.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Alright, let me call him back and see what he finds.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. Sorry about that. I just didn't wanna uh process the claim without speaking to you because I, I don't want you to have to keep going back and forth with this so figured I'd give you a call, all right?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, you might go and clear them. You might well go and clear them out, and I'm gonna have to send you and you like so.
[AGENT][POSITIVE] Yeah, OK. I just wanted to give you a heads up with that and hopefully um you can get that information to us and, and that will absolutely have what we need.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] OK. All right. No problem. Thank you. You have a great day.
[CUSTOMER][NEUTRAL] Bye bye.