AccountId: 011433970860
ContactId: b4a47673-fbd4-4508-9f47-18e5f9bbec04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 697250 ms
Total Talk Time (AGENT): 239028 ms
Total Talk Time (CUSTOMER): 362574 ms
Interruptions: 26
Overall Sentiment: AGENT=-0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b4a47673-fbd4-4508-9f47-18e5f9bbec04_20250114T15:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office. I'm checking on claim status.
[AGENT][NEUTRAL] Do you have a call back?
[CUSTOMER][NEUTRAL] Can you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have a callback number I can get?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. [PII], may I know your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 01792084.
[AGENT][NEUTRAL] That was 0179.
[CUSTOMER][NEUTRAL] That was 01
[CUSTOMER][NEUTRAL] 79
[AGENT][NEUTRAL] 284.
[CUSTOMER][NEUTRAL] 22084.
[AGENT][NEUTRAL] 2084. OK, hold on one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][POSITIVE] Thank you, [PII], and you need to.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] $2,296 even.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And what was one of the procedure codes on that bill?
[CUSTOMER][NEUTRAL] Um, it's 963-72 and 3145.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, we paid $1,571.
[CUSTOMER][NEUTRAL] OK, we pay $1570 to $1.
[AGENT][NEUTRAL] And 99 cents.
[CUSTOMER][NEGATIVE] Yes, um no.
[CUSTOMER][NEUTRAL] May I know the pay to address?
[AGENT][NEUTRAL] May you know what?
[CUSTOMER][NEUTRAL] Pay to address it was paid through single check, right?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Single chick
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, and uh can I have the mailing address?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] I mean the pay was so.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. May I know the check was cashed for?
[AGENT][POSITIVE] It's showing it's still outstanding.
[CUSTOMER][POSITIVE] May I know the reason why it's still outstanding?
[AGENT][NEUTRAL] Hold on just a moment let me see. I'm not sure why it's still outstanding. Let me see when it was uh processed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] See, I'm not sure why it's still outstanding. Let me see when that was, uh, processed.
[AGENT][NEUTRAL] See it was processed on 9-27-24.
[CUSTOMER][NEUTRAL] Process 9 27 24.
[AGENT][NEUTRAL] Paid
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] I'm not sure why it's still outstanding. It could have got lost in the mail or whatever. I don't know that to answer that.
[CUSTOMER][NEUTRAL] OK, can you please uh checker.
[AGENT][NEGATIVE] We can void and reissue. It, it's already been voided and reissued one time.
[CUSTOMER][NEUTRAL] To find a reason.
[CUSTOMER][NEUTRAL] No, yeah, but uh.
[CUSTOMER][NEGATIVE] We don't have the information right why it's still outstanding.
[CUSTOMER][NEUTRAL] The mailing the pay to address is correct which you said.
[CUSTOMER][NEGATIVE] But uh it was not cashed.
[AGENT][NEUTRAL] Right, we voided it before and reissued it and
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] And reissue
[CUSTOMER][NEUTRAL] Yeah, so can you place any, yeah, so can you please uh check to get the
[AGENT][NEUTRAL] And you all still don't have it?
[CUSTOMER][NEUTRAL] Information regard regarding why it's not against.
[AGENT][NEUTRAL] We can void it and reissue it at all we can do for you.
[CUSTOMER][NEUTRAL] Wicked
[CUSTOMER][NEUTRAL] OK. So can you do that?
[AGENT][NEUTRAL] Yes, I can send it back to be voided. Is that the correct address that I gave you? It's going to the correct address? You all just not receiving it?
[CUSTOMER][NEUTRAL] Yes, I can send it back to me boy. and is that the correct address that I can you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, let me verify once again. OK, um, let me verify my side, just a moment. Can you give me a moment to verify that?
[AGENT][NEUTRAL] Because we already voided at one time is what I'm saying.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much sir.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] [PII], thank you so much. Actually, the address is a different address.
[AGENT][NEUTRAL] What address are these claims supposed to be going to? We're getting a lot of claims back on you for you all because you all are putting the billing address as the street address and where does these claims need to be go? They need to be changed on the claims to go to the right address.
[CUSTOMER][NEUTRAL] What are they?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so, um, the correct mailing address, pay to address is it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the uh zip code again?
[CUSTOMER][NEUTRAL] This is the.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] That's the address that they need to put on these claims if they want them checks to go there, they've got.
[CUSTOMER][NEUTRAL] Just as a PO box.
[AGENT][NEGATIVE] To put that on the claim because we have to put whatever is on that claim and we keep having to void all of y'all's checks because y'all not getting them because you all are putting the street address on there.
[CUSTOMER][NEUTRAL] Put that on the plane.
[CUSTOMER][NEUTRAL] What's on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] OK, can you please, uh.
[AGENT][NEUTRAL] So you need to get somebody in you all's billing department to put the correct address on these claims.
[CUSTOMER][NEUTRAL] To correct mailing, yeah, it's, uh, it's our mistake. I know that, uh.
[CUSTOMER][NEUTRAL] So can you
[CUSTOMER][NEUTRAL] I reissued this, the check to the address.
[CUSTOMER][NEUTRAL] This time we don't be missed.
[AGENT][NEGATIVE] I need a corrected claim with the correct address on there because we keep having to voided the, uh, all these checks and it's time consuming for us and, and every time we get a claim from Mercy Clinic, it has that address and then y'all want us to void it because you're not putting the correct address on there.
[CUSTOMER][NEGATIVE] I need a corrected claim with the correct address on there because we keep having the void.
[CUSTOMER][NEGATIVE] And every time we get a claim from Mercy Clinic, it has that address and then y'all want us to void it because you're not putting the correct address.
[CUSTOMER][NEUTRAL] If we submit a claim.
[CUSTOMER][NEUTRAL] It will we get a right past time to find limit.
[AGENT][NEGATIVE] It's not a timely filing limit. We don't have a timely filing.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, may I know the time limit to submit a contact line?
[AGENT][NEGATIVE] We do not have a timely filing.
[CUSTOMER][POSITIVE] Have a timely filing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you may want to let whoever is filing these claims know.
[CUSTOMER][NEUTRAL] So you may wanna let whoever files these claims.
[AGENT][NEUTRAL] That they need to put the correct address in box 33 on these claims.
[CUSTOMER][NEUTRAL] So OK, so we can submit a claim, right? There is no time limit and it cannot be denied, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you so much. May I have the
[AGENT][NEUTRAL] All they have to do is put corrected claim on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So can I have the.
[CUSTOMER][NEUTRAL] Mailing address yeah.
[AGENT][NEUTRAL] Because I've seen, I've seen a lot of checks come back from you all.
[AGENT][NEGATIVE] We have the void just like this one, it's already been voided one time.
[AGENT][NEGATIVE] And now we're having to void it again and reissue it.
[CUSTOMER][NEUTRAL] And now we
[CUSTOMER][NEUTRAL] OK, so can you please provide me uh.
[CUSTOMER][NEUTRAL] Mailing address to submit the claim.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Can I have the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name and today's date.
[CUSTOMER][NEUTRAL] We do not have my reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for assisting me today. Have a great day. Take care. Bye-bye. Thank you for calling IP as well.
[AGENT][POSITIVE] Thank you, [PII] for calling APLU as well.