AccountId: 011433970860
ContactId: b5a104a4-879c-4c12-84e6-66d893c40b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364779 ms
Total Talk Time (AGENT): 146378 ms
Total Talk Time (CUSTOMER): 118607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/b5a104a4-879c-4c12-84e6-66d893c40b2e_20250320T18:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I am calling from Memorial Hospital anesthesia department on um a couple of claims that I submitted.
[AGENT][POSITIVE] Um, [PII], it would be a pleasure to assist you. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, 02230090.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. Is it, are the, all the claims for the same patient or different patients?
[CUSTOMER][NEUTRAL] No, it's um two claims for the same patient.
[AGENT][NEUTRAL] Alright, what is the data service for the next uh for the first claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill amount, please, ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It is for $645.
[AGENT][NEUTRAL] Do you have the CPT?
[CUSTOMER][NEUTRAL] Um, yes, it is uh 64633 and our code for anesthesia for that is 01939.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do apologize I forgot what that amount was after I asked for all that information can you give me that bill amount again?
[CUSTOMER][NEUTRAL] That's OK. It's.
[CUSTOMER][NEUTRAL] $645.
[AGENT][POSITIVE] 6:45. Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the facility name on the claim?
[CUSTOMER][NEUTRAL] It is Memorial Hospital. Let me see.
[AGENT][NEUTRAL] Could it be anesthesia?
[CUSTOMER][NEUTRAL] Um, no, we, we just provide the anesthesia for the facility Memorial Healthcare Owasso.
[AGENT][NEUTRAL] So I have a claim on file for that data service.
[AGENT][NEUTRAL] The provider name was different. Let me, let me pull it up and let's take a look.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, [PII] was the anesthesiologist.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, for that one.
[AGENT][NEUTRAL] I'm I'm looking at it real quick, bear with me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So, Memorial Hospital anesthesia department.
[AGENT][NEUTRAL] Is the billing provider name. Does that sound?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right. I can help you with the claim status. I'm showing that this claim we received on.
[AGENT][NEUTRAL] 3425 and processed on 3625.
[AGENT][NEUTRAL] With a payment of 20873 sent to Memorial Hospital Anesthesia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um,
[CUSTOMER][NEUTRAL] You said 36?
[CUSTOMER][NEUTRAL] They of the check and what's the check number or check amount or?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Check number is 2031296.
[AGENT][NEUTRAL] And again
[CUSTOMER][NEUTRAL] Is the bulk?
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] OK. And then, um,
[CUSTOMER][NEUTRAL] Uh, we build for a different, we, we do split billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there were 2 providers, um, the other one was Christopher.
[CUSTOMER][NEUTRAL] And it was for $405 the same.
[AGENT][NEUTRAL] In the same procedure?
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] That is the only claim I have for anesthesia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] OK, I will try to hunt down this check then and
[CUSTOMER][NEUTRAL] Is there a call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name. It's [PII]. So it is um reference number would be my name in today's date.
[CUSTOMER][NEUTRAL] What was your name again?
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your your help today. You have a good day.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you and you can also, we do have a provider portal if you're interested.
[AGENT][POSITIVE] And that is at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you can check claim status, you can have access to our EOBs.
[AGENT][NEUTRAL] As well as submit claims on file.
[CUSTOMER][POSITIVE] OK well thank you so much.
[AGENT][POSITIVE] My pleasure to assist you today, [PII]. Thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.