AccountId: 011433970860
ContactId: 7c28eb97-b9f4-4c3c-8b6e-802543ab9052
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1104880 ms
Total Talk Time (AGENT): 317530 ms
Total Talk Time (CUSTOMER): 350460 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7c28eb97-b9f4-4c3c-8b6e-802543ab9052_20250319T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Select Physical Therapy. I'm just calling to check um claim status on a few claims.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], spell your name for me, please.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 47
[CUSTOMER][NEUTRAL] 8726
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes it is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah. It is [PII], um.
[CUSTOMER][NEUTRAL] [PII] and birthday is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yes, let's see here.
[CUSTOMER][NEUTRAL] The date of the first date of service I have is [PII].
[CUSTOMER][NEUTRAL] The amount was $205.
[AGENT][NEUTRAL] OK, thank you. And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Um, I think it's $20.
[AGENT][NEUTRAL] 20? OK. Let's see. And you are calling from, oh, you said, um,
[AGENT][NEUTRAL] I I was advanced physical therapy?
[AGENT][NEUTRAL] I could have that wrong.
[CUSTOMER][NEUTRAL] So we should um sports and orthopedic rehabilitation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And see for 20.
[AGENT][NEUTRAL] Um, I do show that claim was processed and the amount of $20 was paid. Um, this processed on, give me a moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and then um is there a check number with that?
[AGENT][NEUTRAL] Yes, ma'am. 2018655.
[CUSTOMER][NEUTRAL] Um, and that check date is that um.
[AGENT][NEUTRAL] [PII] at [PII].
[CUSTOMER][POSITIVE] OK great perfect.
[CUSTOMER][NEUTRAL] Um, I have a couple more days of service for this patient, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One is 1112 2024.
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] Um, the, the original before.
[CUSTOMER][NEUTRAL] Um, processing was 255.
[CUSTOMER][NEUTRAL] After primary, it was $20.
[AGENT][POSITIVE] OK, thank you, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I show that also paid $20.
[AGENT][NEUTRAL] 52.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And it was on.
[AGENT][NEUTRAL] Uh, the same as, uh, [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] I do have a couple more if that's OK.
[AGENT][NEUTRAL] Oh, no, that's fine.
[CUSTOMER][NEUTRAL] OK, um, the next food service I have is 12-2-2024.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Before primary processing it was $247 and it looks like I have here $62 as after.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2024.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 354.
[AGENT][NEUTRAL] OK, I show that claims process, but it processed as benefits payable only if the major medical pays.
[AGENT][NEUTRAL] Uh, let me pull up this client. Give me one moment.
[CUSTOMER][POSITIVE] Alright, take your time.
[AGENT][NEUTRAL] Oh, give me a moment. I'm so sorry, Ms. [PII]. My computer is slow today.
[CUSTOMER][NEUTRAL] You're fine. That's
[CUSTOMER][NEUTRAL] I'm clocked in either way till [PII].
[AGENT][NEUTRAL] Hey, me too until [PII].
[AGENT][NEUTRAL] OK, and it looks like on the
[AGENT][NEUTRAL] We received the EOB, excuse me, but it doesn't show, um, any benefits applied towards deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] So that claim processes uh benefits payable only if primary pays.
[CUSTOMER][NEUTRAL] OK, and you
[CUSTOMER][NEUTRAL] OK, let me double check with that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I do see here that um the primary did not pay with that claim, so I'm gonna have to check into that one. I'm gonna.
[CUSTOMER][NEUTRAL] Right, let's see the next data service I have um 16-2025.
[CUSTOMER][NEGATIVE] On that original payment or the uh original charge was $267 and then it looks like after primary it should be $20.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] You said [PII] of this year?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. I do not show we received that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, I wonder if these other ones are not on file too. Um, that was what 16. The next data service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It would be the $20 charged for the secondary as well.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, sure, that one did process and pay the $20.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have a couple more dates.
[CUSTOMER][NEUTRAL] Yes, that one you said process and paid for the $20. Is there a check number for that?
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, give me one moment. Check number is 202-7660.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And then um is there a check date for that one as well?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Uh alright, I only have a couple more after that. Let's see that was what 1:13.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The next data service I have is uh 120 2025. It would be that $20 again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do show that one was also paid an amount of $20.
[AGENT][NEUTRAL] And this one was.
[AGENT][NEUTRAL] Uh, process on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it does not have that same check information.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] That was processed on the [PII], um, and then can I have the check number for that one as well?
[AGENT][NEUTRAL] Uh, yes, ma'am. It's 202-818-87.
[CUSTOMER][NEUTRAL] 8187.
[CUSTOMER][NEUTRAL] And then was the check date to [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK great alright.
[CUSTOMER][NEUTRAL] The next data service is um 123-2025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It might be the same check number.
[AGENT][NEUTRAL] Uh, it's a different one, but give me one moment let me see.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] OK. And I do show that one was also paid. It looks like an amount of $20.
[AGENT][NEUTRAL] And let me see when it was issued.
[AGENT][NEUTRAL] And this one was issued on
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, check number 202-8186.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right. And then I have 3 more and then I will be done. The next one is.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, 127.
[CUSTOMER][NEUTRAL] It would be that $20 again.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. And I show this one also paid $20. Um, give me a moment.
[AGENT][NEUTRAL] Uh, this one was processed on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Check number 2,029,330.
[CUSTOMER][NEUTRAL] All right. That was 127. And the next one is at 224. It would be that $20 again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, don't show that it's been received.
[CUSTOMER][NEUTRAL] All right, and that was actually the last of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I have all that information. Thank you so much for your time and patience with that. I don't have access to the portal, so it makes it a little bit difficult to um.
[AGENT][NEUTRAL] Oh, OK. Do you need help as far as trying to set up on the, uh, OSC, the portal?
[CUSTOMER][NEUTRAL] To get that for me.
[CUSTOMER][NEUTRAL] When I typed it in here, um, the website I have is, it says [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, when I click new user.
[CUSTOMER][NEUTRAL] Um, I said that I was a medical provider.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when I entered the tax ID information,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I think that's where it was messing me up. It wasn't giving me.
[CUSTOMER][NEUTRAL] The right information. I'm gonna try here again to put in my tax ID.
[CUSTOMER][POSITIVE] But yeah, it would definitely be easier to have access to the portal.
[AGENT][NEUTRAL] And what tax ID number are you using?
[CUSTOMER][NEUTRAL] Um, I'm using [PII]. That's for the clinic that this patient was seen at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And it, and it said
[AGENT][POSITIVE] Oh I'm sorry.
[CUSTOMER][NEUTRAL] I put patient account number um I put their provider, their like policy number in for their it says patient account number. I put the um.
[CUSTOMER][NEGATIVE] Policy number in there and then when I click next it says no user was found with this information that was entered please please try again if this error persists, please contact customer service.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am. Uh, it's the patient account number is not the policy number. It is the number that is on the claim, the 1415876781523.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see, are you able to give me that, um, that would I need a new one for each claim that I'm looking for?
[AGENT][NEUTRAL] Uh, not if it's under the same tax ID, um, so just to set up, we would just need um a patient account number.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You should be able to use it now. Well, you should be able to set up a username and password, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] For that tax ID.
[CUSTOMER][NEUTRAL] OK, am I able to that patient account number?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Am I able to have that patient account number? Um, I don't actually have that on file here.
[AGENT][NEUTRAL] OK, um, I can give it to you what, because we are getting it from [PII] from the claim, but I can give that to you. I'll give you one of them, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Work with me. 158, I'm sorry, 141587.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Space
[AGENT][NEUTRAL] 1523.
[CUSTOMER][POSITIVE] OK, that actually works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that is very helpful. I'm gonna get set up with that portal. I really appreciate your help. Let me see here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I am just going to um I can take a reference number for the call that way I'll get all set up with the portal and I should be good to go.
[AGENT][NEUTRAL] OK, uh, well, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right, I use that and uh thank you so much for your patience. Have a great rest of your day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye