AccountId: 011433970860
ContactId: 875d6e8e-7f52-4368-b0b8-c1afa7ba5415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528489 ms
Total Talk Time (AGENT): 121376 ms
Total Talk Time (CUSTOMER): 92032 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/875d6e8e-7f52-4368-b0b8-c1afa7ba5415_20250113T22:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I received an EOB, um, I'm calling from the provider's office that I need to, I have a question in regards to.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 00624281.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service or the claim number?
[CUSTOMER][NEUTRAL] Uh, well, the claim number is 3546382.
[AGENT][NEUTRAL] For code 2392.
[CUSTOMER][NEGATIVE] And it didn't pay because it said it said duplicate but I don't, I never received payment that I know of.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Date of service [PII].
[AGENT][NEUTRAL] OK, I see it here. Let me look at this other claim. One moment.
[AGENT][NEUTRAL] It's gonna be a minute. I'm waiting on the AP.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the original claim was processed on [PII], um, where we send
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm sorry. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, no, go ahead, go ahead. I was just writing that down [PII].
[AGENT][NEUTRAL] Mhm. We send a benefit amount of $298 with check number 2000946.
[CUSTOMER][NEUTRAL] Was it a bulk payment?
[AGENT][NEUTRAL] No, it's a single check paper check.
[CUSTOMER][NEUTRAL] OK, and it was cash.
[AGENT][NEUTRAL] Um, let me check. Let me see if it was cash. One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Give me one minute.
[AGENT][NEUTRAL] Yeah, it clears [PII].
[CUSTOMER][NEGATIVE] Can't clear.
[CUSTOMER][NEUTRAL] [PII]. OK, I need to check that. OK, um, and it was for 298. What was the write off for that? Is there a write off?
[AGENT][NEUTRAL] Um, there's a patient's responsibility, um, in the schedule amount. Um, let me see. So this patient responsibility, we have, let me add this together one moment.
[AGENT][NEUTRAL] OK, so $162 once the patient's responsibility and we pay a total of $298.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, can you send me that EOB that you're looking at that y'all paid that? OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. What is the fax number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, to your attention, Miss [PII].
[CUSTOMER][POSITIVE] Yes, that'd be great.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send it right now while I got you on the line? OK, thank you. You're welcome. One moment.
[CUSTOMER][NEUTRAL] Yeah, no, that's fine thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm.