AccountId: 011433970860
ContactId: bd0ba6d3-463d-4261-b50b-40706ea5606e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598770 ms
Total Talk Time (AGENT): 147345 ms
Total Talk Time (CUSTOMER): 229090 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/bd0ba6d3-463d-4261-b50b-40706ea5606e_20250324T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from provider's office, City Medical of Upper East Side to check on the payment status. I couldn't get your name. Can you please spell out?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Sorry. Got it.
[AGENT][NEUTRAL] Yes, and Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII] and this is a direct line, no extension.
[AGENT][NEUTRAL] OK, and you're looking for the claims, uh, status. May I please get uh the insured's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, sure. Give me a moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Actually, I do have the patient name, but I, uh, I don't have the uh correct date of birth. Like I have uh 3 date for that, uh, patient. If we can provide you, can you please tell me which one is the correct one? Because, uh, for that particular patient, I do have 3 different date of birth. I'm not sure which one, OK.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Yes, I can help you with that.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, I can provide you the uh claim number, I mean, the policy number first. Uh, I'm sorry, the patient, yeah, the patient name is actually uh [PII]. And uh for that patient, uh, the policy number is 02435534.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, can I provide you the date of birth, the 3 I have?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please give me the 3 that you have.
[CUSTOMER][NEUTRAL] OK. The first one I have is [PII]. And the second one I have is [PII]. And the third one is uh [PII].
[AGENT][NEUTRAL] OK. None of those are correct.
[CUSTOMER][NEUTRAL] Oh, OK. And the policy number which I provided, uh, for that patient, the date of birth is not matching from the 3 also, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, is there any other possibilities that I can get into the claim because, uh, uh, I do have the patient name, date of service, uh, claim information, like the payment information, but I don't have the patient account number. So I need that information actually. Without that, I can't get the claim like uh pulled up in my end. Could you help me for that? Is there any other possible ways?
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Yes, can you give me the name of the facility you're calling from?
[AGENT][NEUTRAL] The data service and the
[CUSTOMER][NEUTRAL] Sure, it is uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, OK. The facility name is City Medical of Upper East Side and the date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's City Medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of poplar side.
[CUSTOMER][NEUTRAL] Of upper of Upper East Side. That is UPPE or Upper?
[AGENT][NEUTRAL] Upper East. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what is the charge amount for that data service?
[CUSTOMER][NEUTRAL] Sure. Give me a moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The total charges is $426.02.
[AGENT][NEUTRAL] OK, and then what was the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The paid amount is $220 even.
[AGENT][NEUTRAL] And then the balance after the primary paid?
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] It is uh 200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $206.02.
[AGENT][NEUTRAL] Thank you. And then you said that you have the um claim number can you give that to me?
[CUSTOMER][NEUTRAL] Yeah, sure. It is 341-0541.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look this claim up for you and I'll be right back, Miss [PII].
[CUSTOMER][POSITIVE] Sure, please take your time.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], I have the claim pulled up. The claim um was paid $220.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the claim was paid with a check number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1832691
[AGENT][NEUTRAL] The check issue date was December.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The check was cleared and cashed on [PII].
[CUSTOMER][NEUTRAL] OK. I got it. And uh can you also provide me the patient account number?
[AGENT][POSITIVE] Yes ma'am, let me give that to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The patient account number you're wanting your patient account number or our patient account number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, not sure, but, uh, that one, contains uh V the letter V as in Victor in between.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I can give that to you. Hold on real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the patient account number that I'm showing that the claim was paid under?
[AGENT][NEUTRAL] was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And there's no V
[CUSTOMER][NEUTRAL] OK. Don't this, uh, OK.
[CUSTOMER][NEUTRAL] But uh that will be ending in V as in Victor 2983. You don't have that information?
[AGENT][NEUTRAL] No, ma'am, the account number that we have is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. That's OK, not a problem, [PII]. So, uh, thank you so much for providing that. And can I have the call reference number? And if you don't mind, could you also provide me the correct date of birth for the patient, if you don't mind?
[AGENT][NEUTRAL] We don't know if it's correct just because you gave me 3, but we'll try. Um, the date of birth is.
[CUSTOMER][NEUTRAL] OK. So you just, uh-huh.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. The one, OK, which I provided you last. OK, not a problem. Uh, can I have the call reference number, sorry?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. So that's all the information I needed today. Thank you so much for your wonderful assistance. Have a good day and bye-bye. Take care.
[AGENT][POSITIVE] You're very welcome. You have a good day too, Ms. [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.