AccountId: 011433970860
ContactId: 9b68bfe2-d724-4510-9851-8cdd0eb6355c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591859 ms
Total Talk Time (AGENT): 175308 ms
Total Talk Time (CUSTOMER): 176364 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9b68bfe2-d724-4510-9851-8cdd0eb6355c_20250318T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, give me one second. I'll be there. It's OK. Hi there, this is [PII] from Language Link. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, I'm trying to register on your website so I can take a peek at all my claims and for some reason it's not allowing me to do it stating the patient account number for the patient that we're billing. There's no user found with our tax ID slash patient account number.
[AGENT][NEUTRAL] Mm, OK. Um, let's see. Well, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, um, could I get a policy number to take a look?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the policy number is 02455568.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims and actually um this policy has a new policy number. Let's try that.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, that number is.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] That number is 02583472.
[CUSTOMER][NEUTRAL] OK, so let me put this in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now we have been billing with the old number is it gonna cross over?
[AGENT][NEUTRAL] Yeah, a crossover.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So going forward, uh, use the new number.
[CUSTOMER][NEUTRAL] Yeah I can switch it says the same thing no user found.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Please, one moment.
[AGENT][NEUTRAL] OK, I'm gonna place you on a brief hold and I'll check and see if there's any issues with the website. Mhm thank you one moment.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Thank you, [PII] for your patience. Um, I did find out that we are having issues with the website this morning, and they suggest to give us a call back within 30 minutes or the next hour or so. And when you call back.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] No, no, no, no, my day day is way too busy, not gonna happen. Can we just check on some claims in that case?
[AGENT][POSITIVE] Yes, sir. I can assist you with claim status.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And is it for the same number that we pulled up?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK. What's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] The first one is 11325 bill charge is 200.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir. We received that claim on [PII]. It processed on [PII] and the claim is denied because, because the EOB that was sent along with the claim is showing that the primary carrier covered the charges in full.
[AGENT][NEUTRAL] And I have the
[CUSTOMER][POSITIVE] Yeah, but keep on, keep on going, continue reading the notes.
[AGENT][NEUTRAL] OK. Well, according to the claim status of it, it's completed. It's showing that um the primary, the primary carrier covered the charge in full all the time.
[CUSTOMER][NEUTRAL] OK, so we should build a parent, right? Because we did fax you over a copy of the explanation of payment on [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Can you elaborate on the yes sir please?
[AGENT][NEUTRAL] Um, yes, sir. This will be patient responsibility if there is any remaining charges because according to the document.
[CUSTOMER][NEUTRAL] Did you hear what I just said or you disregarded my comment?
[AGENT][NEUTRAL] I didn't disregard your comment. I'm only showing one.
[CUSTOMER][NEUTRAL] What was my comment?
[AGENT][NEUTRAL] You said that
[AGENT][NEUTRAL] You faxed additional information, right?
[CUSTOMER][NEUTRAL] On what date?
[AGENT][NEUTRAL] What was your comment again, sir?
[CUSTOMER][NEGATIVE] You didn't listen to me, so that's a flaw. So we're gonna make sure that we don't do that going forward.
[CUSTOMER][NEUTRAL] So on [PII], we faxed you a copy of the explanation of payment from UnitedHealthcare, showing that there was a patient responsibility of $70.
[AGENT][NEUTRAL] OK, and this is for a data service.
[CUSTOMER][NEUTRAL] 113 25.
[AGENT][NEUTRAL] Again,
[AGENT][NEUTRAL] OK, that claim processed on [PII]. It paid out for $70.
[CUSTOMER][NEUTRAL] OK, so now we're getting somewhere, right? We're following a path, so you reprocessed it. OK, so we have not received the payment yet. When did you send that?
[AGENT][NEUTRAL] We sent that payment on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, OK, so I'll check with the office. OK, so we're gonna go.
[CUSTOMER][NEUTRAL] 318 25 APL stated paid OK.
[CUSTOMER][NEUTRAL] So I'll reach out to them if we don't have it we'll have to call you back and figure out what's going on. OK, so then there's more. 121 is another date of service 25, please check for a second one since we did send you over the explanation of payment.
[AGENT][NEUTRAL] OK, that one also paid out for $70 on the same day, [PII], 2025.
[CUSTOMER][POSITIVE] OK, perfect. Alright, so let me check on those.
[CUSTOMER][NEUTRAL] And we've got 127 25.
[CUSTOMER][NEUTRAL] And then another claim of 12825 all should be $70.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, those two also paid out on [PII].
[CUSTOMER][NEGATIVE] So I gotta see why these are not received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then there's 120 of 25.
[AGENT][NEUTRAL] Yes, that one also paid out for $70 on the same day, 226, 25.
[CUSTOMER][NEUTRAL] OK, so then there's a whole bunch of new ones. 2 1125 probably denied I'm assuming.
[AGENT][NEGATIVE] Yes, we received that one on 227-25. It processed on 3-4-25 and yes, it denied.
[CUSTOMER][NEUTRAL] OK, so this one we need to send you over the explanation of payment. Do you have the claim number for this one?
[AGENT][NEUTRAL] Um, yes, the claim number is 357-052-3.
[CUSTOMER][NEUTRAL] OK, so I'll send that one over.
[CUSTOMER][NEUTRAL] Then there's.
[CUSTOMER][NEUTRAL] Uh, 2 1025.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yes, that one also denied and the claim number is.
[AGENT][NEUTRAL] 357-049-6
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] And then the rest of them are gonna be new. OK, perfect. So I am gonna fax those over to you guys immediately. I appreciate the help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's all, thank you very much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] You too OK bye bye.