AccountId: 011433970860
ContactId: 8993a2a4-17e6-474f-9ed2-fd155f47b9e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360799 ms
Total Talk Time (AGENT): 112312 ms
Total Talk Time (CUSTOMER): 169002 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/8993a2a4-17e6-474f-9ed2-fd155f47b9e1_20250605T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling for Crestwood Physician Services LLC to check the payment information on a claim. Please be informed that this call is being recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, thank you, [PII]. May I have your callback number, please?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and may I have that policy number please?
[CUSTOMER][NEUTRAL] Yes, that would be D as in Delta 462-0512.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the patient's last name?
[CUSTOMER][NEUTRAL] Yes, patient's last name is [PII].
[AGENT][NEUTRAL] OK. And the first name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK, and if you could spell that for me please?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is this a medical
[AGENT][NEUTRAL] Claim payment or a dental? OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Would you happen to have the policy certificate number? What you provided me was the member ID number. Would you happen to have that policy certificate number or policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, uh, here I'm having only the member ID here which one I provided.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] Uh, yes, I have the policy number here. One moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, policy number is 024.
[CUSTOMER][NEUTRAL] 132.
[CUSTOMER][NEUTRAL] 70.
[AGENT][POSITIVE] Thank you so much for that information. Give me one moment please, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Thank you very much. And if you would, since you've already provided me the patient's name, what is the date of birth, please?
[CUSTOMER][NEUTRAL] Yes, member's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for the information and thank you for providing that policy number for me. Now you're calling in regards to payment information. Do you have a date of service, claim number? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yes, I have claim number and also the date of service here. Date of service is [PII].
[CUSTOMER][NEUTRAL] And the claim number here I'm having is 338.
[CUSTOMER][NEUTRAL] 9461.
[AGENT][POSITIVE] OK, thank you very much for all of that information. I really appreciate that.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, let me get that claim number pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, and it shows that a maximum payment of $50 was made and that was made for a procedure code 99213.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the mode of payment whether it is an EFT check or virtual credit card payment?
[AGENT][NEUTRAL] It was a single paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the check number?
[AGENT][NEUTRAL] Certainly, 1824634.
[CUSTOMER][NEUTRAL] 463 4.
[CUSTOMER][POSITIVE] All right. Thank you so much. And uh may I know the issue date and clear date of the check?
[AGENT][NEUTRAL] Certainly, the check was issued on [PII], and it shows that the check cleared as of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And could you please verify the mailing address of the check?
[AGENT][NEUTRAL] Oh, certainly. It was mailed to [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Essential, so the issue date of the check is [PII] and the clear date of the check is [PII] with the single amount of $50 even.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alright, [PII], that's all for today. Uh, I got all the information here. Could you please help me with the call reference number?
[AGENT][NEUTRAL] Um, you're welcome. We do not provide call reference numbers, [PII]. You can use my name and today's date. My last initial is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, thank you so much, [PII], and thank you for your assistance. Have a great day bye bye take care and stay safe.
[AGENT][POSITIVE] Thank you for calling APL. Take care as well. Bye bye.
[CUSTOMER][NEUTRAL] Oh.