AccountId: 011433970860
ContactId: a15d38ea-2a73-427e-aed5-b41e0e6e9498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502070 ms
Total Talk Time (AGENT): 178751 ms
Total Talk Time (CUSTOMER): 174616 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/a15d38ea-2a73-427e-aed5-b41e0e6e9498_20250113T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII] and I'm calling from Integrated Dermatology at [PII]. Can I get the first letter to your last name?
[AGENT][NEUTRAL] It would be [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm calling to check on a claim for this patient.
[AGENT][NEUTRAL] I can verify claim status. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] 404-294-72800
[AGENT][NEUTRAL] I do apologize. That is not our policy number.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I, I apologize. It's 02456705. I was looking at the wrong, wrong column.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And may I have a date of service?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII], billed for 15,470.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII], check claim status as well. One moment.
[AGENT][NEUTRAL] And as of today, I'm not showing we have received data service 1227-2024 as of today.
[CUSTOMER][NEUTRAL] Hm, didn't cross over from the primary.
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] Now, normally the primary does not send over. The pro the provider has to send it over.
[CUSTOMER][NEUTRAL] OK. Can I check another patient with you?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, this is for [PII], and their ID number is
[CUSTOMER][NEUTRAL] [PII] ML 8
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and date of service.
[CUSTOMER][NEUTRAL] OK. The data service for this one is
[CUSTOMER][NEUTRAL] [PII] and that's billed for 18059.
[AGENT][POSITIVE] One moment, thank you.
[AGENT][NEUTRAL] This one processed under claim number 352-7962 looks like a benefit amount of $52.33 processed to the provider.
[AGENT][NEUTRAL] This claim processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and it paid $52.30?
[AGENT][NEUTRAL] Yes, ma'am. It looks like the 99213 is not covered. This policy does not have office visit benefits.
[CUSTOMER][NEUTRAL] OK. Let me take a look here. Um,
[CUSTOMER][NEUTRAL] And what day did it it paid on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] have, and I, I, cause it looks like I spoke with a [PII] back in December and it paid on the check number 2012808.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What day did that and that?
[CUSTOMER][NEUTRAL] Has that been cash?
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] I would have to send that over to finance to verify.
[AGENT][NEUTRAL] If it says cashed or not.
[CUSTOMER][NEUTRAL] OK, cause I'm not showing that we've received that payment.
[AGENT][NEUTRAL] Let me verify the address it went to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh, yeah, that's the physical address.
[AGENT][NEUTRAL] OK, so what I'll do is I'll write it up and send it over to finance, and you can call back on Wednesday or Thursday, and we should have an update on that claim status. I'm sorry, on that check.
[CUSTOMER][NEUTRAL] OK, so 2 business days.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right. Um,
[CUSTOMER][NEUTRAL] And for the same patient, [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] Uh, the total bill amount was $226.58.
[AGENT][NEUTRAL] OK, this one processed under claim number.
[CUSTOMER][NEUTRAL] Same thing.
[AGENT][NEUTRAL] 352-795-7
[AGENT][NEUTRAL] And this one.
[AGENT][NEUTRAL] Processed on [PII].
[AGENT][NEUTRAL] And it looks like it'll pay a benefit amount of $39.87.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] But, but that, are they on single checks or?
[AGENT][NEUTRAL] Yes, single check.
[CUSTOMER][NEUTRAL] Single paper checks, huh?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Yeah, I don't have this one either, so.
[AGENT][NEUTRAL] I'll send this one. This one is under check number 2012803.
[AGENT][NEUTRAL] I'll send that one as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get
[CUSTOMER][NEUTRAL] And how can we get our lockbox address, our payment address updated because
[CUSTOMER][NEUTRAL] That that they really should be going to our
[CUSTOMER][NEUTRAL] Lockbox address.
[AGENT][POSITIVE] I'll give you a fax number and you can fax a W9 and they'll get that updated for you.
[CUSTOMER][NEUTRAL] OK. And that fax number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK, perfect. And [PII], do you give reference numbers?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. You have a great rest of your day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Yes. Bye-bye.