AccountId: 011433970860
ContactId: a1f22da7-52b7-444d-a653-f3d01d35f65e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379480 ms
Total Talk Time (AGENT): 193070 ms
Total Talk Time (CUSTOMER): 142082 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/a1f22da7-52b7-444d-a653-f3d01d35f65e_20250402T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, well, I had a couple questions. I want to see if um.
[CUSTOMER][NEUTRAL] On a MRI bill I think I had it done in December um if they had sent the bill to you guys.
[AGENT][NEUTRAL] OK, you need to check claim status and I can help you with that. Can I please get your, your name and your call back number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[CUSTOMER][NEUTRAL] The policy is under my husband [PII]
[AGENT][NEUTRAL] OK, and then what is the policy number?
[CUSTOMER][NEUTRAL] It is 01849102.
[AGENT][NEUTRAL] 102. OK, let me look that up real quick so I can help you with those claims.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And the MRI, Ms. [PII] was for yourself. Is that correct?
[CUSTOMER][NEUTRAL] Yeah yeah I believe it was in number.
[AGENT][NEUTRAL] OK, can you please.
[AGENT][NEUTRAL] OK. Well, I'll make sure I check and make sure they send that in. Uh, what is your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then can you please give me your address and um email address if you know the email address on the policy?
[CUSTOMER][NEUTRAL] Well, my, uh, it's [PII]. I'm not sure which email I have going on. The one we used to have you, we had to get rid of, which was [PII] that I no longer have.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Thank you so much. I appreciate you verifying that information for me, Ms. [PII].
[AGENT][NEUTRAL] OK. And you think it was back in December, you said?
[CUSTOMER][NEUTRAL] I'm pretty sure that I'm pretty sure the MRI was in December.
[AGENT][NEUTRAL] OK, let me see if there were any claims submitted in December and what was the name of the facility that you went to?
[CUSTOMER][NEUTRAL] Uh, I don't know if they build it as Great River Health or if they build it as, uh, they changed the name to Southeast Southeastern Iowa Regional Medical Center.
[AGENT][NEUTRAL] OK, I'll look under both names and see if I can find something.
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEGATIVE] Well, I, I just found out, well, the MRI they should have billed, but I just found out that they don't bill anything as office visits over there now it's all outpatient, so I'm like, OK, well you guys should be sending it also to my American public life.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] The weirdest thing, so.
[CUSTOMER][NEUTRAL] For me, my son and my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, a lot of um.
[CUSTOMER][NEUTRAL] I don't know what they got going.
[AGENT][NEUTRAL] A lot of places are going to that just plain out.
[AGENT][NEUTRAL] OK, so the only claims that I see that were sent in in December were for ENT medical services.
[CUSTOMER][NEUTRAL] OK, so they need to send my, let me see where it is. Give me one moment.
[AGENT][NEUTRAL] Let me check January real quick just to make sure that they didn't send something in January.
[AGENT][NEUTRAL] Because sometimes they send them late.
[CUSTOMER][NEUTRAL] Thought it was December
[CUSTOMER][NEUTRAL] Because maybe uh maybe it was earlier than December I'd almost have to call over I guess.
[AGENT][NEUTRAL] If you could get the date of service we can look it up by that date and it'll tell us exactly what was received, if we received anything at all but I'm looking in January just to make sure because like I said sometimes they don't send them for a while.
[AGENT][NEUTRAL] Yeah, everything I see is ENT medical services.
[CUSTOMER][NEUTRAL] What about October or November last year?
[AGENT][NEUTRAL] Let's look. October.
[AGENT][NEUTRAL] Again, ENT Medical services for October. And let me look in November.
[AGENT][NEUTRAL] Ah, Southeast Iowa Regional Medical Center.
[AGENT][NEUTRAL] Uh, for data service, [PII].
[CUSTOMER][NEUTRAL] OK. Is that a MRI because it'll.
[AGENT][NEUTRAL] And uh.
[AGENT][NEUTRAL] The bill was for $146.05.
[CUSTOMER][NEUTRAL] Oh no, it would have been more than that for an MRI.
[AGENT][NEUTRAL] OK, OK, this one was 14605, um, now we are the secondary insurance, so the primary may have picked up policy helps with the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's, yeah, pick it all up. It left about 200 and some dollars, I think.
[AGENT][NEUTRAL] Oh my. OK. All right. Well, it was a thought.
[AGENT][NEUTRAL] OK. Um, yeah, that's the only one that I saw for November.
[CUSTOMER][NEUTRAL] Alright and so I need to call over there and they're supposed to be sending.
[CUSTOMER][POSITIVE] Yeah, and make sure that they're sending all the way back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so because they can still, right? I mean.
[AGENT][NEUTRAL] Oh yes, because there's not a timely filing limit as long as you were covered on the date of service they can send a claim at any time.
[CUSTOMER][NEUTRAL] OK, well, because I told him I said with this all a lot of it well the MRI, yeah, but with all this stuff being outpatient now, I said that should go to our secondary as well because as a rule, an office doesn't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's just crazy.
[AGENT][NEUTRAL] Yeah, everything is.
[CUSTOMER][NEUTRAL] What's happening, how you doing now?
[AGENT][NEUTRAL] It's all streamlined now yes ma'am, but yes, you can let them know that there's no timely filing limits so they can send any claims for you.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Any date after after [PII].
[CUSTOMER][NEUTRAL] My husband.
[CUSTOMER][POSITIVE] OK. All righty. I sure will.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] You're so welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] OK, well you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.