AccountId: 011433970860
ContactId: 9000d9c3-c650-439b-877a-6ee92424b740
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 643669 ms
Total Talk Time (AGENT): 158401 ms
Total Talk Time (CUSTOMER): 168009 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9000d9c3-c650-439b-877a-6ee92424b740_20250527T16:49_UTC.wav
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[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] Thank you for calling APL. This is An[PII]How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is St[PII]rom Upstate Endoscopy. I need to check to see if y'all have received a claim we mailed to you.
[AGENT][NEUTRAL] I can check on claim status for you, St[PII]Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's 86[PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, get back in here real quick.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Spell his last name
[CUSTOMER][NEUTRAL] Alright, it is 02298308.
[AGENT][NEUTRAL] All right. One moment. And you said, which hospital are you calling from? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, we're a surgery center. We're upstate endoscopy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, let me check on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's Tr[PII]Her date of birth is 17[PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] I do, it was.
[CUSTOMER][NEUTRAL] Um, 2 [PII].
[AGENT][NEUTRAL] Do you have this, do you know the total bill amount?
[CUSTOMER][NEUTRAL] Yeah, it was $2230.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Give me just a moment, there's a few, so let me figure out which one it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But To[PII]aid that she has an appointment next Thursday is what's on her paperwork, so she was supposed to call them.
[CUSTOMER][NEUTRAL] I asked her to call
[CUSTOMER][NEUTRAL] Well To[PII]old her that too.
[AGENT][NEUTRAL] And it would be filed under Upstate endoscopy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I mean I have our tax ID number if you need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, there's just a lot of claims on here. I just wanna see if I got the right one, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, it, it may be like AMed Enterprises. It's sometimes it's under that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was Fe[PII]correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just wanna make sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know when you mailed it in?
[CUSTOMER][NEUTRAL] I did. I mailed it Ap[PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With the um Blue Cross Blue Shield EOB.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because Blue Cross is primary.
[AGENT][NEUTRAL] Not seeing it under those names, so give me a second.
[AGENT][NEUTRAL] How
[AGENT][NEUTRAL] In bed
[AGENT][NEUTRAL] Would it be under that?
[CUSTOMER][NEUTRAL] I mean it could be that's it could sometimes it's in a med Enterprises it'll say that too.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] It depends on, do you have an address or anything?
[AGENT][POSITIVE] Yeah, let me look at that one because I'm seeing one that has AMed on it like you mentioned.
[CUSTOMER][NEUTRAL] OK, our address is 19[PII].
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] No it wasn't that one. OK, give me just a moment. It's gonna take some time, but we will get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] You said $2230. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have it under Da[PII].
[AGENT][NEUTRAL] Mo[PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, it shouldn't be I mean you're, you're gonna get a claim from him as well, but we're just the surgery center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because that's the one that I'm seeing for the amount of that.
[CUSTOMER][NEUTRAL] So it
[AGENT][NEUTRAL] I'm not seeing anything specifically for the surgery center.
[CUSTOMER][NEUTRAL] OK, how what address is that?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me go back and look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that one got denied, so I can't look it up specifically.
[CUSTOMER][NEUTRAL] See Doctor Wo[PII] would be filed under uh another tax ID.
[AGENT][NEUTRAL] OK, yeah, because that's what I'm showing for that amount.
[AGENT][NEUTRAL] And it looks like.
[AGENT][NEUTRAL] If it's for that one because that's the only one I'm seeing that has that amount, that exact amount on there. I didn't see anything for the surgery center.
[AGENT][NEUTRAL] Specifically.
[AGENT][NEUTRAL] Do you want our
[CUSTOMER][NEUTRAL] So y'all don't look them up by like tax IDs?
[AGENT][NEUTRAL] No, we looked them up by the total billed amount which is what I'm showing the 2230 and the date of service, and I show the one that you mentioned about the doctor.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm showing that one wasn't paid because their primary insurance covered all of it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It wouldn't be us because they didn't cover all of it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] They covered everything with the column but the EGD Blue Cross, um, only paid a portion of it and put $452.25 to her deductible.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Unless y'all don't cover deductibles.
[AGENT][NEUTRAL] No, this policy helps with uh co-deductible, co-pay and co-insurance, so it does go towards that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I'm going through each one.
[CUSTOMER][NEUTRAL] Do you have a fax number and I can.
[AGENT][NEUTRAL] Yeah, that, try it that way.
[CUSTOMER][NEUTRAL] I can send it to you that way.
[AGENT][NEUTRAL] Yeah, and that'll be faster. Um, it's 877.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In the anyone's attention or do I just put claims or?
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] OK, alright, let me, um, I'm gonna reprint this out and I'll get send the EOB with it and I'll just go ahead and get it faxed over.
[AGENT][NEUTRAL] OK. I'm sorry, I wasn't able to locate it.
[CUSTOMER][POSITIVE] No, that's that's fine. You gave me a fax number that's that's good enough. All right, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.