AccountId: 011433970860
ContactId: b47410e8-aab0-450b-92b8-633cec231094
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244679 ms
Total Talk Time (AGENT): 67982 ms
Total Talk Time (CUSTOMER): 96448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b47410e8-aab0-450b-92b8-633cec231094_20250410T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and we have a patient that's new to us that has APL so I was just calling to see if you could tell me if you guys have an electronic payer ID.
[AGENT][NEUTRAL] Yes, um, our payer ID is 60801.
[CUSTOMER][NEUTRAL] Alrighty and I'm also trying to uh register for the online account and I was wondering if you, if I could give you an ID number to see if you have any of our claims.
[AGENT][NEUTRAL] OK, sure. Um, what is it?
[CUSTOMER][NEUTRAL] Because she, she had this years ago, so I, yeah, 02122401.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I show she's, this policy terminated for [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can check to see if there's an old claim on file. Do you have a date of service by chance?
[CUSTOMER][NEUTRAL] It would be in [PII] if we did. Um.
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] And you do show that it's, we have been back and forth with this patient, I swear. OK. Um.
[AGENT][NEUTRAL] Yeah, it looks like.
[AGENT][NEUTRAL] Let me look and see if she has a more recent policy, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this is the only one, and yeah, it did turn 41-2025.
[CUSTOMER][NEUTRAL] OK, um, the date of service would be [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh, what were the bill charges on that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Sorry, one second. These are so old. Oh my goodness.
[AGENT][POSITIVE] Totally fine.
[CUSTOMER][NEUTRAL] Do you need.
[CUSTOMER][NEUTRAL] 4 140,780.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yeah, let's see, I just have a
[AGENT][NEUTRAL] What was the provider?
[CUSTOMER][NEUTRAL] It would be for Doctor [PII].
[AGENT][NEUTRAL] Is he part of a, like a facility or uh
[CUSTOMER][NEUTRAL] Advanced Pain Management Center of Oklahoma.
[AGENT][NEUTRAL] Yeah, I just have, I do have that on file, but it's for $5 the J code.
[CUSTOMER][NEUTRAL] Yep, that would be the versed. Is there a patient account number that's associated with that?
[AGENT][NEUTRAL] So it's gonna be the account number that you file on the CMS 1500.
[CUSTOMER][NEUTRAL] So the last digit changes depending on what.
[CUSTOMER][NEUTRAL] Which uh submission that you guys have gotten, is there any way that I can give you what would be the first.
[CUSTOMER][NEUTRAL] 123456 digits, would you be able to give me the 7th?
[AGENT][NEUTRAL] Yeah, is that the 356-926, and then I have B as in boy.
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][POSITIVE] Fingers crossed. Yeah. OK. Thank you so much, [PII].
[AGENT][NEUTRAL] OK, anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.