AccountId: 011433970860
ContactId: b64f891a-4fcf-4bec-a3a1-ce03c8eff818
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336089 ms
Total Talk Time (AGENT): 101932 ms
Total Talk Time (CUSTOMER): 124680 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/b64f891a-4fcf-4bec-a3a1-ce03c8eff818_20250106T15:53_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 [PII], this is [PII] from provider's office checking on claims.
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment. Can you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, thank you. And the policy ID number is 1,526,350.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir, and you are needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Date of service is uh [PII] for the bill amount of $2,164 even.
[AGENT][NEUTRAL] It was 1010 or 24.
[CUSTOMER][NEUTRAL] Yeah, 10 120.
[AGENT][NEUTRAL] And what is one of the procedure codes that was on that bill?
[CUSTOMER][NEUTRAL] A what?
[AGENT][NEUTRAL] What is one of the procedure codes that was on that bill?
[CUSTOMER][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] So there are 4 procedure codes as far as I can see in my system, and one is 51741.
[CUSTOMER][NEUTRAL] 517997.
[CUSTOMER][NEUTRAL] 51784 and 51729.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, that claim was paid.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And was it received on?
[AGENT][NEUTRAL] Hold on just a moment, I'll look it up for you. We paid 1000.
[AGENT][NEUTRAL] $489.45.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] The claim number is 354522-4.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Can you repeat again the claim number?
[AGENT][NEUTRAL] 354-522-4
[CUSTOMER][NEUTRAL] 523 4 right?
[AGENT][NEUTRAL] It was paid
[AGENT][NEUTRAL] 354.
[AGENT][NEUTRAL] 5224.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Pay 1227, 24.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Where was
[CUSTOMER][NEUTRAL] When was it received on?
[AGENT][NEUTRAL] 1223 24.
[CUSTOMER][NEUTRAL] Um, oh, OK, hold on a second.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Any patient responsibility?
[AGENT][NEUTRAL] Whatever is left over would be patients responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how was it paid by uh check EFT?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what's the check number?
[AGENT][NEUTRAL] 202-0249
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] And uh I just wanted to ask you that as we don't have the EOB, so can you just send the EOB to us?
[AGENT][NEGATIVE] You should be getting it in the mail. You probably haven't even received the check yet.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It was just sent out on the [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, fine. Just provide me the call reference number for this call.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, [PII], I guess that's pretty much for today. Thank you for assisting with my call. Hope you have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.