AccountId: 011433970860
ContactId: 76e72637-e11c-4fc2-b67e-9eef292d85e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 738960 ms
Total Talk Time (AGENT): 207355 ms
Total Talk Time (CUSTOMER): 130652 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/76e72637-e11c-4fc2-b67e-9eef292d85e1_20250506T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] Hey [PII] who. I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have a provider on the phone. His name is [PII].
[CUSTOMER][NEUTRAL] And he's calling on client status.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. You can go ahead and put [PII] on through.
[CUSTOMER][NEUTRAL] Would you like his information?
[AGENT][NEUTRAL] I, I can take it, yes ma'am. What's his callback number?
[AGENT][NEUTRAL] I was gonna ask him anyway. It's OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] and the policy number is 1989389 on a [PII] and I verify the name and date of birth.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and did he tell you what office he's calling from which provider's office?
[CUSTOMER][NEUTRAL] Mm, no, he didn't. He just said.
[AGENT][NEUTRAL] That's OK. I'll get it from him.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, thanks, [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I understand you need claim status.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, I missed your name. Your voice is breaking a lot.
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] I got that.
[AGENT][NEUTRAL] You there, [PII]?
[AGENT][NEUTRAL] OK, thank you, and you need claim status on [PII], is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, let me look up her policy real quick and we'll get you claim status. um, can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] for bill amount, $193 even.
[AGENT][NEUTRAL] OK, and what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $50.
[AGENT][NEUTRAL] And the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Virginia urology.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look at this claim for us and I'll be right back, sir.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Boo boo
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have the claim information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim number is 3582424.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Sorry for the
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, what's the claim number?
[AGENT][NEUTRAL] 3582424
[AGENT][NEUTRAL] Claim was paid $6.09.
[AGENT][NEUTRAL] With check number 203-6146.
[AGENT][NEUTRAL] The check cleared the bank on [PII].
[AGENT][NEUTRAL] And that was for the procedure 81002 is what it paid. procedure 99213 was denied because office visits are not covered by the patient's policy.
[CUSTOMER][NEUTRAL] Uh, just a second.
[CUSTOMER][NEUTRAL] The payment was issued on [PII], right? And the check number 202.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] That's when it cleared the bank.
[CUSTOMER][NEUTRAL] Sorry, your voice?
[CUSTOMER][NEUTRAL] When was this claim processed?
[AGENT][NEUTRAL] That's when it cleared the bank?
[AGENT][NEUTRAL] And let me check for you sir.
[AGENT][NEUTRAL] Uh, the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, I'm repeating since your voice is breaking.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] We process the claim on.
[CUSTOMER][POSITIVE] Your voice is breaking a lot so that's good.
[AGENT][NEUTRAL] OK, hold on real quick.
[CUSTOMER][NEUTRAL] That's fine, that's fine. I got it.
[AGENT][NEUTRAL] OK, did you get the um process date was [PII]?
[CUSTOMER][NEUTRAL] I got it. Uh, you said the check number is 2066146, right?
[AGENT][NEUTRAL] No, 203-614-6.
[CUSTOMER][NEUTRAL] It's a check or single.
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] I been to show up.
[AGENT][NEUTRAL] The date it was issued?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] To which address it was sent to?
[AGENT][NEUTRAL] I'm sorry, can you repeat the question?
[CUSTOMER][NEUTRAL] To which address it was sent to?
[AGENT][NEGATIVE] I don't understand the question.
[CUSTOMER][NEUTRAL] to address.
[AGENT][NEUTRAL] The pay to address, OK, hold on.
[CUSTOMER][NEUTRAL] Check with was it?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me look that
[AGENT][NEUTRAL] It was paid to [PII] and it cleared the bank on [PII].
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] It's uh and you said the 99214, it's not cover under the patient's plan, right? 99213.
[AGENT][NEUTRAL] Correct, office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] Is this a patient responsibility?
[AGENT][NEGATIVE] We do not give patient responsibility.
[CUSTOMER][NEUTRAL] So what that balance it's a provider at all, so which is non-covered.
[AGENT][NEUTRAL] We let the provider decide what to do with the patient balance.
[CUSTOMER][NEUTRAL] OK. Can you just send me a copy of your with the fax for this, ma'am?
[AGENT][NEUTRAL] Yes, what's your fax number, [PII]?
[CUSTOMER][NEUTRAL] Uh, that would be
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Attention to my name, [PII] [PII].
[AGENT][NEUTRAL] OK, I'm [PII]
[AGENT][NEUTRAL] [PII]. OK, I'm gonna put you on a quick hold, [PII] while I get that fax ready for you and I'll be right back, sir.
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I have that back.
[AGENT][NEUTRAL] On its way to you now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes sir, the fax is on its way to you now.
[CUSTOMER][NEUTRAL] What's the number?
[AGENT][NEUTRAL] You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you for your valuable information.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye.