AccountId: 011433970860
ContactId: bafd948d-7b14-4ea0-9878-f5062b60b75e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330989 ms
Total Talk Time (AGENT): 105886 ms
Total Talk Time (CUSTOMER): 111572 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/bafd948d-7b14-4ea0-9878-f5062b60b75e_20250102T19:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the doctor's office to check on claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status.
[AGENT][POSITIVE] [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02348012.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the data service for the client?
[CUSTOMER][NEUTRAL] I have multiples, all of them faxed uh on [PII] date of service like uh [PII].
[AGENT][NEUTRAL] OK, we don't have that on file.
[CUSTOMER][NEUTRAL] OK, how about 1024, 23?
[AGENT][NEUTRAL] Wait, I'm sorry.
[AGENT][NEUTRAL] 1020 of 3.
[AGENT][NEUTRAL] No, we don't have that on file.
[CUSTOMER][NEUTRAL] Um, have you received any fax from our office on [PII]?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we received faxes on [PII].
[CUSTOMER][NEUTRAL] Um, are those claims processed?
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like there are multiples. I have more than 10 data of service for this patient.
[AGENT][NEGATIVE] Oh yeah, OK, then yeah, they're all processed. Some paid, some denied.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, are, are there any recent payment? Can I have the check details?
[AGENT][NEUTRAL] OK. The only, um, you'll need to verify the um.
[AGENT][NEUTRAL] Tax ID.
[CUSTOMER][NEUTRAL] Yeah sure it's [PII].
[AGENT][NEUTRAL] OK, so I'm only showing.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] To
[AGENT][NEGATIVE] I'm only showing 2 payments were made out of all of the ones that were faxed.
[AGENT][NEUTRAL] And that was data service [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Payment was made in the amount of $26.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That check number is 201-7298.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that claim number is 353-84993.
[CUSTOMER][NEUTRAL] 353-849-3
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And what was the check date check amount?
[AGENT][NEUTRAL] The check amount was $26 and the check date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Was that it cashed?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, let me confirm the pay orders.
[CUSTOMER][NEUTRAL] Was it mailed to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I went to Covington Chiropractic [PII]. That's correct.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK, and what was uh the date of service paid?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, check details.
[AGENT][NEUTRAL] Check number is 2017297.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim number is 353-8449.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Payment was $20 and it was check dated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Single chick.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and what was the reason that the data services not paid?
[AGENT][NEUTRAL] Um, it's showing that there was no, um, it wasn't covered by the primary.
[CUSTOMER][NEUTRAL] Oh, so.
[CUSTOMER][NEUTRAL] Only when primary process towards patient responsibility will cover.
[AGENT][NEUTRAL] I'm sorry, repeat that.
[CUSTOMER][NEUTRAL] So when you say primary did not cover, uh are you saying primary did not process towards patient responsibility?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much. Any reference number for the call?
[AGENT][NEUTRAL] Was there anything else? Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Yeah thanks bye.