AccountId: 011433970860
ContactId: 7a66bb34-2b66-43c0-a910-fabcf16a9b46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674409 ms
Total Talk Time (AGENT): 118653 ms
Total Talk Time (CUSTOMER): 203833 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/7a66bb34-2b66-43c0-a910-fabcf16a9b46_20250312T15:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, very good morning, [PII]. Uh, I hope you're doing great. Uh, I'm calling from the provider's office for claim status, and I'm calling for a medical claim.
[AGENT][NEUTRAL] And may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, I'm sorry?
[AGENT][NEUTRAL] May I ask who is calling?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. That is spelled S [PII]. Last name initial [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get?
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII] direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure. The policy number I have over here is 01867103 M as in Mike L as in L as in Lima 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Sure. The patient's name is [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] with total charges $726 even and I do have.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][NEUTRAL] And what is the procedure code for that?
[CUSTOMER][NEUTRAL] Uh, the procedure code billed was 99204.
[AGENT][NEUTRAL] 99204.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, we paid $100 on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you just provide me the details how this claim was made?
[AGENT][NEUTRAL] It was paid paper check, claim number 3556204.
[CUSTOMER][NEUTRAL] OK. And what was the paper check number?
[AGENT][NEUTRAL] 2024658
[CUSTOMER][NEUTRAL] When was this issued?
[AGENT][NEUTRAL] 127 25.
[CUSTOMER][NEUTRAL] Is there any clear date on this?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for this. Um,
[CUSTOMER][NEUTRAL] I do have 2 more claims with me for different patient, but same facility. Can you help me with them as well?
[AGENT][NEUTRAL] I can help you with 2 more. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, can you also provide me the received date for this one?
[AGENT][NEUTRAL] In just a moment, hold on just a moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, sure. Thank you so much for this.
[AGENT][NEUTRAL] And what's the next policy number?
[CUSTOMER][NEUTRAL] Uh, just a minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, the next policy number I have is
[CUSTOMER][NEUTRAL] 02287960 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] [PII]'s name.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] The data service is [PII]. The total charge is $340 even.
[AGENT][NEUTRAL] And what is the procedure code?
[CUSTOMER][NEUTRAL] It is S. 9083.
[AGENT][NEGATIVE] OK, we did get that claim in, it was denied. Major medical did not pay on it, so we do not pay on it.
[AGENT][NEUTRAL] If there is a different EOB, we you need to send in the corrected EOB.
[CUSTOMER][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] OK, sure. No problem. Can you just provide me the received date, process date, and the claim number?
[AGENT][NEUTRAL] 352-793-5.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Received 11 5 24, processed 118.
[CUSTOMER][POSITIVE] OK, thank you so much for this.
[CUSTOMER][NEUTRAL] Uh, just one last claim whenever you're ready for the next member ID.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the next one?
[CUSTOMER][NEUTRAL] Sure. The next member ID I have is
[CUSTOMER][NEUTRAL] 02465060
[CUSTOMER][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] Place's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Data service is [PII] with total charge is $341 even.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Yeah, sure, take your time.
[AGENT][NEUTRAL] That was 14-2025.
[CUSTOMER][NEUTRAL] Uh, the data service.
[AGENT][NEUTRAL] Right, for 3:41?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Uh, I'm showing the major medical did not pay on it, so we do not pay on it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, sure. Uh, can you just provide me the
[CUSTOMER][NEUTRAL] Receive the process date and the claim number.
[AGENT][NEUTRAL] 3556082.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Receive 123, process 127.
[CUSTOMER][POSITIVE] OK. Thank you so much for this. That's all.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh, can, can you just provide me your call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much for that. That's all.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][POSITIVE] You too. Bye-bye, take care.