AccountId: 011433970860
ContactId: b76e2f00-1857-4d4d-96fc-4e4b385ea760
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434559 ms
Total Talk Time (AGENT): 144906 ms
Total Talk Time (CUSTOMER): 122624 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b76e2f00-1857-4d4d-96fc-4e4b385ea760_20250224T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] with the provider's office. Um, I'm calling about a letter I received about a check that has not been cleared and I just need to get more information on that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I think I've narrowed it down to the patient if you wanna pull it that way.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] Um, 024817887.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] And are you calling on behalf of a provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And is it a claim that you received?
[CUSTOMER][NEUTRAL] It's a letter about a check that has not cleared, so I have questions about that mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Got it. Is there a check number on the letter?
[CUSTOMER][NEUTRAL] It is 1861936.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Set for date of service [PII]?
[CUSTOMER][NEUTRAL] Um, let's see that don't have it on there, but it shows 252.
[CUSTOMER][NEUTRAL] So you said it was for [PII] or [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So we have a payment.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It looks like [PII] we just received a payment.
[AGENT][NEUTRAL] I see that. How much was it?
[CUSTOMER][NEUTRAL] 38,780.
[AGENT][NEUTRAL] OK, that's what I see so let me look at the previous one.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so I'm getting 252 for the check that was just issued. Is that what you're getting?
[CUSTOMER][NEUTRAL] I got a letter of 252 asking if we received it, but I just got a check in the EOB for 3.
[CUSTOMER][NEUTRAL] 50.
[AGENT][NEUTRAL] Yeah, it was more.
[CUSTOMER][NEUTRAL] The 38,780 [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You see, and I show [PII] as the patient, so.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] There was a procedure code of D0210 D0150, and then the cleaning.
[AGENT][NEUTRAL] So we paid for the cleaning on the 2nd go around which increased the payment by $124.
[AGENT][NEUTRAL] Making the total of the check 38,780, the first go around, it wasn't the cleaning was not paid.
[AGENT][NEUTRAL] So that makes sense on that one.
[CUSTOMER][NEUTRAL] If so FMX comprehensive adult.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm going back to to see.
[CUSTOMER][NEUTRAL] So 1 OK so yeah the 383 was.
[CUSTOMER][NEUTRAL] The 383 was received. The 22252 was not, so do we, we don't need the 252 payment, is that right? since we got this payment?
[AGENT][NEGATIVE] Well, that check was actually voided.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The the check for 252 was voided and we went in and reissued this check on the [PII] and so had you, did you send in that letter or no?
[CUSTOMER][NEUTRAL] No, I just received it today and that's why I'm calling on it.
[AGENT][NEUTRAL] OK, so if did you receive the check initially?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] The one for 2 for 252?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so then you would just mark I think there's an option if you received it and cashed it if you didn't receive it, put a check in the box that applies.
[CUSTOMER][NEUTRAL] OK, so still turn it back in?
[AGENT][NEUTRAL] Go ahead and send it in just for tracking purposes because um.
[AGENT][NEUTRAL] Did you, is there a caller in that office?
[AGENT][NEUTRAL] In your office?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it looks like we spoke with [PII] on the [PII].
[CUSTOMER][NEUTRAL] And she had a reissue.
[AGENT][NEUTRAL] And it's
[AGENT][NEGATIVE] Well, it stated that the mailing address was incorrect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's why we went ahead and reissued the check, so go ahead and send that in stating that you didn't receive the check.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] For check number 1861936.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll just have it in this patient's file and we've all.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, that sounds good. I just wanted to double check on that.
[AGENT][NEUTRAL] Yeah, and then you, you have the correct that you have a new check and they look like they pay that we pay the the cleaning.
[CUSTOMER][POSITIVE] Yeah, that's it. OK, I just wanted to check. I appreciate you checking that.
[AGENT][NEUTRAL] Oh, you're welcome. Anything else I can help you with today, [PII]? What's the patient's date of birth?
[CUSTOMER][NEUTRAL] No, the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and what's a good you gave me your phone number. OK, alright, well if you don't have any other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you alright bye.
[AGENT][NEUTRAL] Uh, bye-bye.