AccountId: 011433970860
ContactId: bfd64b3d-8e97-49eb-9d6f-40cba2f080a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552739 ms
Total Talk Time (AGENT): 109416 ms
Total Talk Time (CUSTOMER): 166606 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/bfd64b3d-8e97-49eb-9d6f-40cba2f080a0_20250618T20:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, this is [PII] here. Last initial [PII] for hotel, and I'm calling from the provider's office to check on the claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure, I'll call back is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] One moment. Almost done. It's 1939369.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Sure. The date of service is.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of services [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $652.50.
[AGENT][NEUTRAL] OK. Uh, give me one moment.
[AGENT][NEUTRAL] Um, do you have the procedure code for it? I've got a couple of different charges for the state.
[AGENT][NEUTRAL] CPT code.
[CUSTOMER][NEUTRAL] 01 moment. Yeah, of course. The CVC code which is billed is uh
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Only one CPT code which is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, looks like we received the claim 104-2024.
[AGENT][NEUTRAL] And that was processed on [PII].
[AGENT][NEUTRAL] And looks like we made a payment of $85.91 single check.
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I have the claim number?
[AGENT][NEUTRAL] My claim number is 3514621.
[CUSTOMER][NEUTRAL] OK. And uh may I have the check number?
[AGENT][NEUTRAL] That number is 2006426.
[CUSTOMER][NEUTRAL] And uh to confirm it was paid to the address uh.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Is that was paid to address [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] 01 moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And uh to confirm, when, when was the payment got cleared?
[AGENT][NEUTRAL] Uh cleared on [PII].
[CUSTOMER][NEUTRAL] And the issue date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Almost done. One moment.
[CUSTOMER][NEUTRAL] Oh, got it as well.
[CUSTOMER][NEUTRAL] We haven't received the EOP yet. Could you please fax the EOB to us to get fax number and I do have the fax number as well.
[AGENT][NEUTRAL] When was the fact
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be 646.
[CUSTOMER][NEUTRAL] 224
[CUSTOMER][NEUTRAL] 9530. Attention, [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] And I do have one more claim to check on the status for today. May I have a reference number for this member?
[AGENT][NEUTRAL] Uh, reference number is my name is [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you. And once you're ready, we can go to the last patient as well.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, what was the other policy number?
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 81581.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The patient's name is.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure. The data service is gonna be
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure. It's, it's actually [PII] and the bill charges is $180 even.
[AGENT][NEUTRAL] OK, uh, looks like we received it a few times. Let me find the right one.
[CUSTOMER][NEUTRAL] And the CPT billed with is 88305.
[AGENT][NEGATIVE] OK, looks like it was originally received. No.
[AGENT][NEUTRAL] Uh, I received 923-24.
[AGENT][NEUTRAL] A 927 24.
[AGENT][NEUTRAL] Uh, this policy does not provide benefits for outpatient hospital facility charges or outpatient surgical facility charges.
[CUSTOMER][NEUTRAL] May I have the claim number?
[AGENT][NEUTRAL] 351-1301
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And uh uh we haven't received that uh remittance for this one too. May I, uh,
[CUSTOMER][NEUTRAL] Could you please fax the same, uh, to the same fax number for this one too?
[AGENT][POSITIVE] Yes, I can fax that as well.
[CUSTOMER][NEUTRAL] And what will be the time and time it's gonna be for the same, right?
[AGENT][NEUTRAL] Uh, yes, just a few minutes.
[CUSTOMER][NEUTRAL] Got it as well. So that's it for today.
[AGENT][NEUTRAL] OK, well they
[CUSTOMER][POSITIVE] So thank you for that assistance, [PII], have a.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Oh, that's