AccountId: 011433970860
ContactId: 8c077d96-e0bc-40d7-9642-74445ed96403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317779 ms
Total Talk Time (AGENT): 113704 ms
Total Talk Time (CUSTOMER): 156998 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8c077d96-e0bc-40d7-9642-74445ed96403_20250103T18:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch your name. What's your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK. Hello, good afternoon. So my name is [PII] and I'm calling from the Center for Pain Management. I'm calling in regards to a mutual um patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How may I assist you with this number, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, so, um, the, the, OK, so we have services that we have built for the member, um, uh, I spoke to someone, uh, let me see when was it I spoke to this person I spoke to someone back in.
[CUSTOMER][NEUTRAL] November in regards to this patient and they provided me with the information in regards to payment, but there was no check number so I have to verify that information because for the patient, patient is saying that we were paid for our records, we don't have any payments. I was only provided the amount and a claim number but no check number.
[AGENT][NEUTRAL] OK, I can check on that. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Certainly, it's [PII].
[AGENT][NEUTRAL] OK, let me have the claim number.
[CUSTOMER][NEUTRAL] OK, the one of the claim number is.
[CUSTOMER][NEUTRAL] 3503467
[AGENT][NEUTRAL] OK. Thank you. One moment, let's see.
[CUSTOMER][NEUTRAL] Because for our records we don't have that payment.
[CUSTOMER][NEGATIVE] And I checked the bank and there's no payment for the amount that she gave me.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the name of the patient is [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], you're calling from the provider's office, correct?
[CUSTOMER][NEUTRAL] Yes, yes, Center for Pain Management.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Can you verify the date of service?
[CUSTOMER][NEUTRAL] The date of service in question is let's see here.
[CUSTOMER][NEUTRAL] Measurement 4:30.
[AGENT][NEUTRAL] OK. This is what happened, Miss [PII]. I'm not sure, um.
[AGENT][NEUTRAL] We, we have not received the claim from the provider. It looks like this claim was processed by the member, was received from the member. Mhm.
[CUSTOMER][NEUTRAL] I'm so sorry. I'm not, I'm not laughing. No, I'm not laughing because you, I'm laughing because I found it funny because when I spoke to, I spoke to, let me tell you who it is that I spoke, I spoke to [PII] and she advised me that payment was made in the amount of $136.15 and she gave me that claim number. So now you're telling me that there's no claim on file?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, that's fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm not saying that there's no claim on file. Let me, let me tell you again, uh, what I said. And, um, this is just, and I do apologize, uh, this information shouldn't have given to you because this was processed through the member. We have not received a claim from the provider. The claim we received was from the member.
[AGENT][NEUTRAL] Um, when we receive the claim from the member we process to the member, so no payments are sent to the provider. We only process claims to the provider. Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, so the payment
[CUSTOMER][NEUTRAL] Oh, so the payment was sent to the member.
[AGENT][NEUTRAL] Correct, that's why you don't have any information about the payment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, all right, because, um, and again, I'm not laughing. I'm not, I'm not upset with you. I'm just laughing because, you know, they, they, we try to explain to the patient that we didn't get any payment. He's saying, you know, back and forth, so I called you guys and I was explaining that. So the the the money was paid to the member and the member has to pay us, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry. Mhm.
[AGENT][NEUTRAL] Yeah, I understand. It's OK. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct. That is correct.
[CUSTOMER][NEUTRAL] OK. All right. Can I have a reference number for this call, so, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] All right, so that is 132025. All right, thank you so much for the information. You have a lovely day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else you saw, Ms. [PII], and I do apologize for, for the misunderstanding. I do apologize.
[CUSTOMER][NEUTRAL] No, no, that's it.
[CUSTOMER][NEUTRAL] No, no, no, no, I, that's fine. I, uh, that's fine, that's fine. I'll go ahead and document the system, mm bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Have a good day. Bye-bye.