AccountId: 011433970860
ContactId: 8cd8c900-205b-4b02-a8be-b2c9cef649ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377380 ms
Total Talk Time (AGENT): 186210 ms
Total Talk Time (CUSTOMER): 110121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8cd8c900-205b-4b02-a8be-b2c9cef649ce_20250129T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm looking for two outstanding claims to see if you can help me with it, please.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Of course. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And your callback number, [PII], if we are disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] 02441115
[AGENT][POSITIVE] Thank you. I have that as 02441115. Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I have that number pulled up, [PII], and you're calling in regards to two outstanding claims. Give me one second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what are the dates of service for the 1st and then the 2nd, please?
[CUSTOMER][NEUTRAL] Uh, this one claim has two data service which is 5 16 [PII] and 517 [PII].
[AGENT][NEUTRAL] OK. And the charges for 516 and 5/17 please, total charges.
[CUSTOMER][NEUTRAL] The total charge is
[CUSTOMER][NEUTRAL] 509.
[AGENT][NEUTRAL] Is that for 5:16?
[CUSTOMER][NEUTRAL] Oh sorry, sorry, no, no, no, no, no, that's the wife. Hold on, give me one second, I apologize.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The total is 1,410 1410.
[AGENT][NEUTRAL] OK, and that is for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, there's two data services on it, [PII] and [PII] on this one claim form.
[AGENT][NEUTRAL] OK, one on one claim, OK. And so they total $1210 a user. OK, thank you for that clarification.
[AGENT][NEUTRAL] I do not show that claim to be on file for [PII].
[CUSTOMER][NEUTRAL] You do not?
[AGENT][NEUTRAL] I do not show the claim on file for [PII] for that date, those two dates of service that's on one claim. No, I do not show that date service on file those dates of service on file. I can verify your mailing address, fax number, and payer ID with you and also provide you with our online service center where you're able to send that claim in as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] And our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, that's the claim address but you never got it that's fine.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm. And also let me provide you with that that website as as well, OK, when you're ready for that.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, it is, thank you. It is secured, [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And also to check claim statuses on that as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, um, can I get a reference number?
[AGENT][NEUTRAL] We do not provide reference to Ms. [PII]. I apologize, but you can use my name. My name is [PII], last initials [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can you check to see if you received um the wife's claim as well?
[AGENT][NEUTRAL] OK, and what date of service for the wife and total charge amount?
[CUSTOMER][NEUTRAL] [PII] and the claim amount is 509.
[AGENT][NEUTRAL] OK, and so that's one date of service for the wife?
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] OK, [PII]. OK, one moment please.
[AGENT][NEUTRAL] Now it does show that we received the claim for the wife. If you would, I'm sorry, before that, verify the date of birth and the name please for the wife.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For data.
[CUSTOMER][NEUTRAL] Yes, [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify those procedure codes still for the wife for that day of service please.
[CUSTOMER][NEUTRAL] Mhm it's D01500274033002200230 D0230 D0350D4346.
[AGENT][POSITIVE] OK, thank you so very much for that information.
[AGENT][NEUTRAL] And it shows that we received the claim for the wife. Give me one second to get that information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it shows that we received the claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] And it shows that we paid an amount of $269 with check number 1853269 and it shows that the check has cleared.
[CUSTOMER][NEUTRAL] OK, and it was um provider um Doctor [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and it cleared OK, so I'm just gonna send in for [PII] then.
[AGENT][NEUTRAL] Yes, ma'am. We don't have this on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I could can I fax that claim?
[AGENT][NEUTRAL] Of course, please. You can fax it, yes.
[CUSTOMER][POSITIVE] Alright thank you so much you've been great help.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Take care. Bye.
[CUSTOMER][NEUTRAL] Bye bye.