AccountId: 011433970860
ContactId: 9d0ee04c-fdf9-4966-bd1a-8e412bb998b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271910 ms
Total Talk Time (AGENT): 100231 ms
Total Talk Time (CUSTOMER): 91075 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/9d0ee04c-fdf9-4966-bd1a-8e412bb998b9_20250319T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling the provider of office. Is there any way that I could check the status of the secondary claim?
[AGENT][NEUTRAL] Sure, yes, um, sure we can check the status for you. What is the policy number and a good phone number in case we're disconnected, Lane?
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII]. My extension will be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the member policy number will be 02267944ML8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that information, [PII], and we're checking claim status, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And for what data service?
[CUSTOMER][NEUTRAL] Uh, the data servicing question is [PII] for the total charge is $2,464.40.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the procedure code or codes on the claim?
[CUSTOMER][NEUTRAL] Uh, there's 4 procedure codes. There's 20611 with the RT modifier and then same thing with the 59 and LT modifier.
[AGENT][NEUTRAL] OK, I see it. I, I, I've located it.
[CUSTOMER][NEUTRAL] And then OK.
[AGENT][NEUTRAL] And thank you for that. So I'm showing a received date of [PII] processed on [PII] issuing a payment of 500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Under claim number 357-2100.
[AGENT][NEUTRAL] And do you need the check number?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] 203.
[AGENT][NEUTRAL] 1315.
[CUSTOMER][NEUTRAL] 2203-1315
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And this is for like $500 correct?
[AGENT][NEUTRAL] The benefit amount paid is 500, yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, where should I get like the copy of the EOB on this one?
[AGENT][NEUTRAL] It's actually mailed with the check. It's attached to the check, um, so it is also now available to download on our online service center. I can give you that web address if you would like.
[CUSTOMER][NEUTRAL] OK, is it
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's secured [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you will have to register because it is a secured site.
[CUSTOMER][NEUTRAL] Can you kindly repeat that again? I'm sorry. I got lost. The keyword.
[AGENT][NEUTRAL] Uh, you'll have to, you'll have to register because it's a secured site, so you'll have to create a username and password.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] So secured AP I'm sorry?
[AGENT][NEUTRAL] Secure. [PII].
[CUSTOMER][NEUTRAL] A public, OK.
[CUSTOMER][NEUTRAL] Thank you. I'll just gonna do that and I'll tell, do you have any call reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as reference [PII] First initial and last name is [PII]. Anything else, Wayne?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][POSITIVE] That's it thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye.