AccountId: 011433970860
ContactId: a8ff37d8-f217-4ce1-ac01-5c5238bec666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493570 ms
Total Talk Time (AGENT): 212805 ms
Total Talk Time (CUSTOMER): 133324 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a8ff37d8-f217-4ce1-ac01-5c5238bec666_20250117T17:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII]. I'm calling from New Horizon Medical.
[CUSTOMER][NEUTRAL] I was calling because I had recently called about a claim and I was told I can't remember by whom that it had been paid so I told my finance uh.
[CUSTOMER][NEUTRAL] Clerks and they're asking me if you can give me the information of the check or if you can send me a picture somehow of the check.
[AGENT][NEUTRAL] Well, I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, that's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And [PII], do you have that policy number or claim number? If you have the claim number, I can pull it up by that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a well I have a claim where you guys did a duplicate.
[CUSTOMER][NEUTRAL] Uh, let me see. 352-458-1.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] I sent it again and it came back duplicate since it had I guess it had been already paid.
[AGENT][NEUTRAL] OK. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me just get that pulled up, bear with me. Do you mind verifying the facility name and the bill amount?
[CUSTOMER][NEUTRAL] Uh, the facilities New Horizon Medical Center also doing business as Brunswick Community Health Center, and the amount for this particular patient was 736.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] 7:36.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The total bill was 76, but the amount requested was 736.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] All I wanna see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you this check details.
[AGENT][NEUTRAL] Let me pull this up. I can also.
[AGENT][NEUTRAL] Let me see when that was issued.
[AGENT][NEUTRAL] I am still so showing this to be the check to be outstanding. Can you verify the mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, what I can do, um, Lauda, is I can send a request to our billing department to see if it is cleared and if not we can just get that reissued because it was issued on [PII].
[CUSTOMER][NEUTRAL] A [PII]. OK, yeah, because we didn't receive it, so they're asking me if we could have a copy just of the check, but I mean if you guys can still reissue it it I mean that's fine, that's even better.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, because it's, it's well outside the 30 day time frame.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah. Let's do that and that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now, if
[CUSTOMER][NEUTRAL] Does it show how much was the check for?
[AGENT][NEUTRAL] $7.36.
[CUSTOMER][NEUTRAL] That was it. It was just for one claim?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So the bill amount.
[AGENT][NEUTRAL] Let me just, let's take a look and verify all of this.
[AGENT][NEUTRAL] The billed amount on the claim was $76.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But the paid amount was $7.36.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, just making sure.
[AGENT][NEUTRAL] And give me just one second, I'm putting out a request right now.
[AGENT][NEUTRAL] Bear with me just a quick second.
[AGENT][NEUTRAL] Cause then I'm gonna get some more information just in case.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But we'll go ahead and set this in motion.
[AGENT][POSITIVE] It just takes me a moment. I do apologize.
[CUSTOMER][NEUTRAL] It's OK
[AGENT][NEUTRAL] So let me put that claim number. You want the original claim number where that payment was made?
[CUSTOMER][NEUTRAL] Yes please RG claim.
[AGENT][POSITIVE] Just tell me when you're ready. OK, I'm ready too.
[CUSTOMER][NEUTRAL] Whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] The claim number is 849.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 5330.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. So that is the claim that was paid.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Do you have an account on our portal?
[CUSTOMER][NEUTRAL] Uh, I don't think we have.
[CUSTOMER][NEUTRAL] I'm not sure. I don't, I don't think I've ever used it.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] So we do have a provider portal and if you create a login using the tax ID number and patients account number listed in box 26 on the HIPA, you will have immediate access to that EOB.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, so I have submitted that request to our finance department. Now, if.
[CUSTOMER][NEUTRAL] I'll go ahead and try doing that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] They find out that it was in fact clear it has cleared will not be able to reissue check. I don't think they're gonna find that because I'm still showing outstanding but.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Just in case
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] If that is the case, then, you know, if you haven't heard anything in about 2 weeks, give us a call back and we can request that uh clear check in the back of the clear check, but I don't think that's gonna be an issue. We'll probably have that check voided. Now we're off next Monday, so it could be, you know, the last of next week or the early.
[AGENT][NEUTRAL] Early part of the week after.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Um, that that'll be reissued.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] If you want to just call back saying we have 2 weeks, we'll be happy to check it.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Well [PII], it's been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Likewise, you take care.
[AGENT][POSITIVE] Thank you. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.