AccountId: 011433970860
ContactId: a76509af-44a2-472a-baf6-3fb6002f2a87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 942760 ms
Total Talk Time (AGENT): 191672 ms
Total Talk Time (CUSTOMER): 221059 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/2025/05/12/a76509af-44a2-472a-baf6-3fb6002f2a87_20250512T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My last name is [PII]. I'm calling from provider office. I just want to check the claim status. Could you please help me out with that?
[AGENT][NEUTRAL] Yes [PII], I can help you with this. May I please get your callback number, sir, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. So callback number I have it's [PII].
[AGENT][NEUTRAL] Thank you and what is the patient's name, date of birth and policy number?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] The patient first I just want to let you know the patient member ID like member ID is I have it's 153.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my name is [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, alright, let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] All right, and may I please get the data of service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, sure, so date of service is showing uh here it's
[CUSTOMER][NEUTRAL] [PII] and total bill amount I have is $915.52.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's 125.
[AGENT][NEUTRAL] OK, and please give me the name of the facility.
[CUSTOMER][NEUTRAL] $125.
[AGENT][NEUTRAL] OK, and what is the name of the facility?
[CUSTOMER][NEGATIVE] Your voice is breaking.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just mind, let me check.
[CUSTOMER][NEUTRAL] So the name of the facility is Urology of Street Low Agency.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look at this claim and I'll be right back.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, no problem. Take your time, please.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, [PII], for holding for me. So looking on data service of [PII], I do not find a claim on file for that data service.
[CUSTOMER][NEUTRAL] So I do have a claim number. Could you please check that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just give me, let me check the claim numbers.
[CUSTOMER][NEUTRAL] So the claim number I have is E as in Echo.
[CUSTOMER][NEUTRAL] U as in umbrella, 598.
[CUSTOMER][NEUTRAL] 570
[CUSTOMER][NEUTRAL] 16
[AGENT][NEUTRAL] OK, and that claim number is not one of our claim numbers.
[CUSTOMER][NEUTRAL] OK. Firstly, it was paid by the USC. Secondly, it was sent to you. So, and we got denied from your side, like, uh, you need that uh coordination of benefit like patient coordination of benefit.
[AGENT][NEUTRAL] We don't do coordination of benefits that's that's not our company and that claim number is not from our company.
[CUSTOMER][NEUTRAL] That's that's
[CUSTOMER][NEUTRAL] OK, sir, like there's no claim on your like on the file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just give me a moment please, let me check.
[CUSTOMER][NEUTRAL] the most
[CUSTOMER][NEUTRAL] Uh, what is the date of service you have mentioned? Could you please confirm more time?
[AGENT][NEUTRAL] The, the, what are you looking for, sir?
[CUSTOMER][NEUTRAL] I'm looking for [PII] and [PII].
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Let me put you on a quick hold. I did find another policy that is active, so let me look on that active policy of to see if I can find anything for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 358
[AGENT][NEUTRAL] 593 5.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me. Can you give me your tax ID number? Let me see if this claim I have is for your facility.
[CUSTOMER][NEUTRAL] Yes, so the tax ID number I have is
[CUSTOMER][NEUTRAL] It's 430.
[CUSTOMER][NEUTRAL] 835.
[CUSTOMER][NEUTRAL] 090
[AGENT][POSITIVE] OK, good. This is for you. OK, so let me give you the good policy number.
[CUSTOMER][NEUTRAL] Just a moment, please.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The policy number is 1742619.
[CUSTOMER][NEUTRAL] 1742619, right?
[AGENT][NEUTRAL] Yes, the claim was paid 19.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you ready? The claim was paid $19.94.
[AGENT][NEUTRAL] With check number 203.
[AGENT][NEUTRAL] 7445.
[AGENT][NEUTRAL] And the check cleared the bank on [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] There
[AGENT][NEUTRAL] Yes, and there is a remark on it that office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] So it was a bulk payment or single payment?
[AGENT][NEUTRAL] Single payment.
[CUSTOMER][NEUTRAL] I'm just.
[CUSTOMER][NEUTRAL] just let me check.
[CUSTOMER][NEUTRAL] And you said you sent that amount by the check, right?
[AGENT][NEUTRAL] Yes, the amount was $19.94.
[CUSTOMER][NEUTRAL] And check number is 20 M as in Mike 7445, right?
[AGENT][NEUTRAL] 203.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] 2037445
[CUSTOMER][NEUTRAL] OK, 203.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it is a transaction ID?
[AGENT][NEUTRAL] I'm sorry, can you repeat that question?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Is it a transaction ID transaction ID?
[AGENT][NEUTRAL] No, I don't have a transaction ID. I just have where you guys have cleared the bank.
[CUSTOMER][NEUTRAL] OK, and a single payment.
[CUSTOMER][NEUTRAL] And may I have the engagement date?
[AGENT][NEUTRAL] Yes, the cash date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please fax the EOB?
[AGENT][NEUTRAL] Yes, I can. What's your fax number?
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] So the fax number I have it's
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, thank you so much. You are on hold.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 358 5935.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, [PII], for holding for me.
[AGENT][NEUTRAL] I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, you have sent, right?
[AGENT][NEUTRAL] Yes, I have sent it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much. May I have the claim number, please?
[AGENT][NEUTRAL] Yes sir, the claim number is 358-593-5.
[CUSTOMER][NEUTRAL] 5935. OK, that 358 5935, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I have the call reference number, please?
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII] and [PII], right? And what's the last initial by the way?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The last initial is [PII].
[CUSTOMER][POSITIVE] [PII]. OK. OK, thank you so much for all the information. Hope you have a wonderful day. Bye-bye. Take care for now.
[AGENT][POSITIVE] Thank you, [PII]. You have a great day too, and thank you for calling APL. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye-bye.