AccountId: 011433970860
ContactId: a5eb8684-5f50-474a-9aa5-38ba0619a3c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689440 ms
Total Talk Time (AGENT): 91285 ms
Total Talk Time (CUSTOMER): 364145 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a5eb8684-5f50-474a-9aa5-38ba0619a3c2_20250429T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, good afternoon, [PII], how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, I am calling because I need some assistance with approximately 3 claims.
[AGENT][NEUTRAL] OK. And you're with the provider's office?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling with Broadwood Health Medical Center.
[AGENT][NEUTRAL] OK, could I get your name and a good callback number, please, and I can help you with that claim status.
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is going to be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII]. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] OK, let's see with that first one, we're gonna start with um.
[CUSTOMER][NEUTRAL] What is the policy number on this one?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I believe it is going to be 25 I'm sorry 22, hold on one second. I'm sorry I don't wanna give you the wrong thing one second here.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bear with me one second, my computer wants to do what it wants to do.
[CUSTOMER][NEUTRAL] You don't typing in the right information, OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] The first one is going to be for [PII] and policy number is, I hope this is right, 0.
[CUSTOMER][NEUTRAL] 16282.
[CUSTOMER][NEUTRAL] No, that looks like uh um hold on one second. That looks like the Medicare, his Medi Medicare number.
[CUSTOMER][NEUTRAL] OK, here it is.
[CUSTOMER][NEUTRAL] Oh no, that was correct. um 01628254.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh it should be ML 8.
[AGENT][NEUTRAL] OK. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Can't be right. OK, hold on one second.
[CUSTOMER][NEUTRAL] That's in [PII], but it is.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, data services [PII].
[CUSTOMER][NEUTRAL] The bill amount is going to be $6,479.02.
[AGENT][NEUTRAL] It looks like that we had denied it as services were rendered after coverage terminated. Got a term date of 10-1-2023.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 10 120.
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] We have a claim number.
[AGENT][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] 349.
[CUSTOMER][NEUTRAL] 2205. OK, so this has to be billed to patient.
[CUSTOMER][NEUTRAL] So is turned on 10 1 23.
[CUSTOMER][POSITIVE] OK, that's perfect.
[CUSTOMER][NEUTRAL] Um, I believe I have one more.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is it the same patient or a different one?
[CUSTOMER][NEUTRAL] Different patient, um.
[CUSTOMER][NEUTRAL] Let me get you the.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Account number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 447194.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] 423
[CUSTOMER][NEGATIVE] 2 seconds here I should get better with my planning.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, this one, the.
[CUSTOMER][NEUTRAL] Account number is um 025.
[CUSTOMER][NEUTRAL] 3939
[CUSTOMER][NEUTRAL] 1ML 7
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is uh [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, data servers it is 10-1424.
[CUSTOMER][NEUTRAL] The bill charge amount?
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] I want to make sure that's right. I have $4,461.75.
[AGENT][NEUTRAL] Well, it looks like we received it on [PII].
[AGENT][NEUTRAL] And we made a payment on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that was a single check for 1000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $1000 even?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and it looks like we, it should have paid out 1392. What, what happened with that?
[AGENT][NEUTRAL] It paid out the maximum on the plan.
[CUSTOMER][NEUTRAL] OK, so the 392 is the patients.
[CUSTOMER][NEUTRAL] Uh, responsibility. So would he have, um, so would it be say that, I'm sorry, would it be true to say that the patient has maxed out their benefits?
[AGENT][NEUTRAL] Yes, they maxed out their outpatient benefit for 2024, yes.
[CUSTOMER][NEUTRAL] OK, alright, so, and is there a uh EFT number?
[CUSTOMER][NEUTRAL] For the check.
[AGENT][NEUTRAL] Uh, the check number, yes. Hold on one moment.
[AGENT][NEUTRAL] That number is 2039538.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, I think.
[CUSTOMER][POSITIVE] Give me one second. I think there's 1 more, and I promise I'll let you go.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No that's AARP.
[CUSTOMER][NEUTRAL] That's AARP. That's AARP.
[CUSTOMER][NEUTRAL] Um, do do do do do.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Give me 1 2nd here.
[CUSTOMER][NEUTRAL] I just wanna make sure I got.
[CUSTOMER][NEUTRAL] Last one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't know if this one is billed to you guys or not, but let me just check to be on the safe side. we got true we got that one.
[CUSTOMER][NEUTRAL] No, your um your account numbers are a little different.
[CUSTOMER][NEUTRAL] Than what I'm seeing here for this um patient. I have a um.
[CUSTOMER][NEUTRAL] Account number [PII]. I don't think that's you guys.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, her name is, first name is [PII] Last name is C as in Charles, O as in Oscar, L as in Larry, L as in Larry, A a[PII], I think.
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] And the
[AGENT][NEUTRAL] Not pulling anything up under that. I have a totally different name and patient name and birth date. And that was [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, so it looks like that's probably not ours then.
[CUSTOMER][NEUTRAL] OK, uh, let me check one last one.
[CUSTOMER][NEUTRAL] I like to go, where is she, her name is [PII].
[CUSTOMER][NEUTRAL] Sears. I couldn't find her, so I wanna make sure that it's not yours as well, and [PII], she's still up here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[CUSTOMER][NEUTRAL] I don't think this one is you guys either, um.
[CUSTOMER][NEUTRAL] The one they have like this one.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 251
[CUSTOMER][NEUTRAL] 4009
[CUSTOMER][NEUTRAL] Oh, no [PII].
[AGENT][NEUTRAL] What was the patient
[CUSTOMER][NEUTRAL] No, that's not you guys, that's Loomis.
[CUSTOMER][NEUTRAL] I have a Gail, um, maybe, maybe it's Gay Sears.
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Uh, date of birth is uh.
[AGENT][NEUTRAL] Yeah, I've got a totally, I have a totally different name.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, I didn't think she is. I think it's for Loomis anyway. I think that one is the carry on that one. OK, um, we have a reference number for today's conversation.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] A reference number is my name and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much for your time, [PII]. You have a great one.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.