AccountId: 011433970860
ContactId: a0e22f50-c591-4d79-81cb-37287b58743a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413489 ms
Total Talk Time (AGENT): 78446 ms
Total Talk Time (CUSTOMER): 103771 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a0e22f50-c591-4d79-81cb-37287b58743a_20250528T14:32_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from ATI Physical Therapy. And we received a check from your company back in, um, yeah, don't be surprised, um, [PII].
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm looking at that because they, they stuck it in our on the sign account because they didn't know we couldn't locate the patient name so I I'm thinking maybe this payment shouldn't even have come to us if I give you the check number and information, do you, can you look it up?
[AGENT][NEUTRAL] Do you have a
[AGENT][NEUTRAL] Do you have a
[AGENT][NEUTRAL] OK, so let me get your callback number just in case the call is disconnected there.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] So [PII], is there an EOB attached to that check?
[CUSTOMER][NEUTRAL] Well, yeah, it does say EOB, yes, there's a claim number on here. It's 2943065.
[AGENT][NEUTRAL] With a claim number?
[AGENT][NEUTRAL] What's the claim number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For a child, $300.
[AGENT][NEUTRAL] And pull up the patient to see.
[AGENT][NEUTRAL] Do you have, do you know the patient's name?
[CUSTOMER][NEUTRAL] The patient name on this is uh [PII].
[CUSTOMER][NEUTRAL] Uh he's a child, [PII] The father's name is the insurer, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] Yeah, I, I don't think just from what they have for the total charges was like 5000 that's not gonna be us for two or for one day of service.
[AGENT][NEUTRAL] Let me verify. I'm trying to pull it up to see.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Should be. Yeah.
[AGENT][NEUTRAL] 65.
[AGENT][NEUTRAL] 2943065.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] I'm trying to see where they got the 5,0006.
[AGENT][NEUTRAL] It.
[AGENT][NEUTRAL] May I place you on a brief hold if you don't mind, [PII]?
[CUSTOMER][NEUTRAL] Sure, sure, go ahead.
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding me here so I have a question. Was the name of your what is the name of your facility?
[CUSTOMER][NEUTRAL] Uh, ATI physical therapy.
[AGENT][NEUTRAL] Was it something else back in [PII]?
[CUSTOMER][NEUTRAL] Uh, no, well, I'm not even sure what tax number you have it under because we have 25 different tax numbers, um, so I mean we have some different names, but what is it?
[AGENT][NEUTRAL] The Tucker
[AGENT][NEUTRAL] Um, on the claim that I'm pulling up, it says.
[AGENT][NEUTRAL] Tuckahoe Orthopedics. Does that name sound familiar? OK, so I'm gonna send this over to the adjuster so they can request a refund from you guys.
[CUSTOMER][NEUTRAL] Yeah, not us.
[CUSTOMER][NEUTRAL] Never been us. so I.
[CUSTOMER][NEUTRAL] Oh well I mean that's fine too but I'm gonna put it in for a refund now too just so you know.
[AGENT][POSITIVE] OK, is there, I do apologize for the inconvenience and the confusion. Is there anything else that I can assist you with today?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] Oh no, that's all I needed. Thank you so much. Appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks, bye.