AccountId: 011433970860
ContactId: b707538c-c5f0-4f11-be27-b0f571d83800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453079 ms
Total Talk Time (AGENT): 135972 ms
Total Talk Time (CUSTOMER): 102816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b707538c-c5f0-4f11-be27-b0f571d83800_20250611T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the provider's office. Please, can you assist me with the claims?
[AGENT][NEUTRAL] Sure, I can assist you with claims Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, extension be [PII] extension [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Goodnight Medical of Texas.
[AGENT][NEUTRAL] Mm right.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, sure. It's going to be 02449815.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] With the total charge. Um, one moment, please. $140 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, that's um [PII] for 140, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and for future you can check claim status online through our website at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's optional and bear with me, let me pull this EOB OK? one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you know what's the procedure code?
[CUSTOMER][NEUTRAL] Um, yes, the procedure code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One moment please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm it's 80601.
[AGENT][NEUTRAL] Does it have any modifiers?
[CUSTOMER][NEUTRAL] Uh, yes, it has. Uh, R as in Romeo, R as in Romeo.
[AGENT][NEUTRAL] OK, is it combined with another claim or is it a separate claim?
[CUSTOMER][NEUTRAL] Um, it is a separate claim.
[AGENT][NEUTRAL] OK, bear with me, let me see if this is it. We have many claims for that day.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see. Let me try.
[CUSTOMER][NEUTRAL] Uh, can I provide you the claim number?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's going to be 358-553-9.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] What is the remaining balance for this?
[CUSTOMER][NEUTRAL] $62.34.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we processed because it it's been processed twice. Um, the first time we processed and paid and it was voided and reissued. So we have um the reissued date on [PII]. We send another check for the 6 $62.34.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And what will be the check number?
[AGENT][NEUTRAL] 204-400-009.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And it was cash on?
[AGENT][NEUTRAL] Um, let me see if it's been cash. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 12044.
[AGENT][POSITIVE] It's still outstanding.
[CUSTOMER][NEUTRAL] Uh, [PII]. OK.
[CUSTOMER][NEUTRAL] So it is a single or a bulk payment?
[AGENT][NEUTRAL] Is a single share.
[CUSTOMER][NEUTRAL] OK. And what will be the new claim number?
[AGENT][NEUTRAL] That is 3600421.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And finally, what will be the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Uh, can you please spell your name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] OK. Thank you for assisting me today. Have a great day. Goodbye and take care.
[AGENT][POSITIVE] Newest so Ms. [PII]. Thank you for calling APO. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Yeah