AccountId: 011433970860
ContactId: 990ee2b3-b028-406a-ba8a-7558058dc8f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554119 ms
Total Talk Time (AGENT): 193356 ms
Total Talk Time (CUSTOMER): 282738 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/990ee2b3-b028-406a-ba8a-7558058dc8f2_20250214T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. So how are you? I'm [PII] with Arkansas Urology.
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm well. So I have Mr. [PII] on the line. Uh, he's one of your Fitzpatcher. I'm sorry, but he's one of your insurance and one of our, uh, patients, and he's, uh, basically taking the, I guess you said the action to file his own claim. So as the provider I'm just calling to make sure that you guys have everything you need or to see if it may be something that I need to send to help with the process.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] Are you able to perhaps assist me with that?
[AGENT][NEUTRAL] Yes, I can assist you with claims Mr. [PII]. OK, sure, and the claim has been already submitted or?
[CUSTOMER][NEUTRAL] I'm on the phone, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you trying to get instructions?
[CUSTOMER][NEUTRAL] Well, he submitted to do. Well, no, I think he's already called and he's, he started the process. He said, he said he's already submitted like the bills, but I was thinking he, you might, you guys might need like the billing summary that has the diagnosis code. I was gonna send it to him, but I just thought it might be easier if I just maybe could email him or help the process be easier for him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, OK.
[AGENT][NEUTRAL] Um, let me see what we can do. Um, let me have the policy number.
[CUSTOMER][NEUTRAL] OK, it's 256-603-0.
[AGENT][NEUTRAL] OK, um, Mr. [PII], I need to verify some information with you.
[CUSTOMER][NEUTRAL] Um, it
[CUSTOMER][NEUTRAL] Go ahead. Go ahead.
[AGENT][NEUTRAL] OK. So may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have uh the the mailing address on file for verification?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], ZIP code [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you. OK, and let's see.
[AGENT][NEUTRAL] OK, let me pull these documents really quick and see exactly what we need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I see what they're asking for. Um, they needing the pathology report of um of the first findings and then for the itemized bill, it does need to have the diagnosis code on any itemized bills that we receive.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, so I can send the itemized bill, uh, hold on, let me check. Do you remember Mr. [PII], uh, filling out a release of like information document already with us?
[CUSTOMER][NEUTRAL] Oh, with y'all? Yes sir. Oh, did y'all send me one? Uh, I can, uh, I don't know how I'm gonna look at your chart, so you, but you guys, uh, I'm sorry, uh, you said your name is [PII], right?
[AGENT][POSITIVE] Correct, yes, mhm.
[CUSTOMER][NEUTRAL] OK, that's a beautiful name too by the way um I can email you perhaps his um his like the billing summary now and then we'll get what he needs to fill out with us to get him the pathology report to get it to you guys too is that possible? Oh, the chy report that's that that to y'all, ma'am. Oh, you already sent it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I said that on the [PII] of last week. All that stuff they needed was in payroll. I sent all that stuff to, you know, all that stuff was sent to me. Yes sir.
[AGENT][NEUTRAL] OK, so we just need to itemize bill then. OK, um, yeah, um, Mr. [PII], we do not take any claims through email for security, um, so yeah, so you can either fax it, you can mail it, or you can send it to the member, and, uh, the member can send it to us either or mhm.
[CUSTOMER][NEUTRAL] Oh yeah, I think so.
[CUSTOMER][POSITIVE] Well, I'm trying to help him so I can fax it to get it to you guys today. Now if I send it today, can you perhaps confirm you got it today with me so we'll know if everything is good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it's 24 hours for it to be imaged. It goes to another department which is where they receive all the emails and they sort it and they image it into the system. So basically um it does take some time to get into the policies. Um, yeah, what you can do is send it um and make sure you put the policy number in um somewhere in the document.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And um yeah it's gonna be image of about 24 to 48 hours I would say the latest uh you can call back Tuesday and just verify to make sure we received it um you can call us the provider yeah you don't have to, um, since you send it, just make sure that in that in that fax you put your name so we know you send it so we can go ahead and let you know if we received it or not, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That works.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, no problem. So Mr. [PII], let's schedule a call, uh, can you because that way you can stop me from whatever I'm d[PII]. What time do you want what time do you wanna call me, sir? Uh, let's see, uh, you said Tuesday, so?
[AGENT][NEUTRAL] Tuesday yes.
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] So maybe what what you tell me what's good for you now I get here. Call me at [PII] [PII] don't make me no different but I can call me any time you want to. OK, well, yeah, let's do the first thing then we that way we can know it's good so I'll call you Tuesday morning then OK alright but now uh regarding the fax for the itemized statement, what's the fax number?
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, let me give you the facts. Yes. It's [PII]. It's OK, [PII].
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, now, so now do I need to put it at any attention?
[CUSTOMER][NEUTRAL] Or I just need to put the policy number on it.
[AGENT][NEUTRAL] Just the policy number, um, your name and a callback number just in case, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It goes to the claims department.
[CUSTOMER][NEUTRAL] Oh, that's the claims tax OK, got you.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] Alright well I will get that over to you guys today and thank you so for your help.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII] or Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's not that. Oh, so how long will I hear from y'all, man, since y'all got everything, uh, last Thursday.
[AGENT][NEUTRAL] Um, once we receive, oh yeah.
[CUSTOMER][NEUTRAL] Well we gotta get them to
[CUSTOMER][NEUTRAL] I'm sorry, we, we gotta get them this document because this basically so the bill you sent that shows them what you owe, but they need to know the diagnosis information. So that's on what I'm paying them today. So after they get it, then they can kind of tell you that that because it now how long is like normally like what 2 to 3 weeks for your for your processing after you guys have everything or how what how long does it normally?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, the normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, yeah, I thought so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. So, so that's the main thing we gotta get them this Tuesday and then you have about 7 to 10 business days before they'll be able to tell you what they'll pay basically.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, that's correct, yes.
[CUSTOMER][NEUTRAL] Hello? Yeah, can you hear us?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You hear us?
[CUSTOMER][POSITIVE] Yeah I hear you, yes sir, I hear you. All right, but did you have any other questions for her though outside of that? No. OK, well I will give you a call I'm gonna put you on my calendar for Tuesday so now if by chance because if I if I'm like on another call that I schedule time I won't be able to call you call me uh and real quick write my direct extension down my direct line down too so you don't have to go around by Laurs to get to me. Go ahead sir. Uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK, keep going. [PII] 3.
[CUSTOMER][NEUTRAL] Got you. Mhm.
[CUSTOMER][POSITIVE] Thank you sir I appreciate your help. Oh, you're welcome, glad to help you and thank you and so you have a great day, OK?
[AGENT][POSITIVE] You as well, Mr. [PII], and have a good day, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Alright thank you sir.
[CUSTOMER][NEUTRAL] The water? Yeah.