AccountId: 011433970860
ContactId: bff9f6d8-15da-431e-820c-0389e7f70325
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 693859 ms
Total Talk Time (AGENT): 177081 ms
Total Talk Time (CUSTOMER): 146099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/bff9f6d8-15da-431e-820c-0389e7f70325_20250423T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with Memorial Herman. I'm following up on a claim.
[AGENT][NEUTRAL] OK, so you're looking for claim status today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] It is 229-579-97.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Alright, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then do you have a data service and a charge amount?
[CUSTOMER][NEUTRAL] And I have 53 2024.
[CUSTOMER][NEUTRAL] Yeah, bill amount would be.
[CUSTOMER][NEUTRAL] $10,995.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] OK, so it looks like we paid $231.19.
[CUSTOMER][NEUTRAL] And may I have the claim number?
[AGENT][NEUTRAL] Yes, it is 351.
[AGENT][NEUTRAL] 0678.
[AGENT][NEUTRAL] There's also a claim number for an ER visit.
[CUSTOMER][NEUTRAL] And this will be for the ER and the claim.
[AGENT][NEUTRAL] OK, just a second, let me pull that one up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it has the same bill come out?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] No, just a moment, let me look into both um all three of these claims really quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes. The one that I provided provided you is the only one we have on file for Memorial Herman emergency.
[AGENT][NEUTRAL] Um, I don't see that billed amount that you gave me.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, when was the claim received?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so it looks like it was received.
[AGENT][NEUTRAL] 925, 2024.
[AGENT][NEUTRAL] And then the process date was 9-27-2024.
[CUSTOMER][NEUTRAL] The amount is not the same. Can you look into this claim I have for our notes, um, it's 351-067-4.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, that is the billed amount. It threw me off because it was a different provider's office.
[CUSTOMER][NEUTRAL] It um says Memorial Herman Greater Heights.
[AGENT][NEUTRAL] No, this, um.
[AGENT][NEUTRAL] It said for some reason this one has MHHS greater heights. Is that the same, the same thing as memorial? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's abbreviated, but yes ma'am.
[AGENT][NEUTRAL] Oh, I see. So it looks like we paid $500 toward this claim.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Did it um go to a recruitment? We haven't received the payment. It shows in the notes it was um processed on [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Yes, that's right. Uh, let me look up this check number really quick.
[AGENT][NEUTRAL] See what's going on.
[AGENT][NEUTRAL] OK, and then can you verify the address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, that's correct on our end. Yeah, it says the check is still outstanding.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I will
[CUSTOMER][NEUTRAL] Are you able to do a X-ray?
[AGENT][NEGATIVE] Yes, I will send a request to void this check and send you guys a new one.
[AGENT][NEGATIVE] It still hasn't gone through.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a second, let me check my notes and make sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No one else has requested that.
[AGENT][NEUTRAL] OK. Yes, I will send in that request.
[AGENT][NEUTRAL] For reissue of a check. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that will be all. I do have a reference number. I just wanna see what this was or what did they do in regards of the claim. Um, it's a reference number with T as in Tom, 202.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 503-062-80385192.
[AGENT][NEUTRAL] OK. Did you speak to someone earlier?
[CUSTOMER][NEUTRAL] This was on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I spoke with [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, so I'll get this check fixed for you.
[CUSTOMER][NEUTRAL] OK. So that wasn't um.
[CUSTOMER][NEUTRAL] So he didn't send it back. I was trying to make sure that was um um.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh what that was.
[AGENT][NEGATIVE] Sorry, no.
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And um how long do we allow?
[AGENT][NEUTRAL] Uh, there's no, uh, for a filing limit.
[CUSTOMER][NEUTRAL] Oh no, in regards of the.
[CUSTOMER][NEUTRAL] Request a void check and reissue.
[AGENT][NEUTRAL] It could take 5 to 10 days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, well, I appreciate.
[CUSTOMER][NEUTRAL] And is there a reference number?
[AGENT][NEUTRAL] Yes. So it's [PII], my first name, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And last initial [PII] and today's date.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] OK, yeah, of course. I appreciate you calling. Have a good day. Thanks for calling APO.
[CUSTOMER][NEUTRAL] Mhm you too.
[AGENT][NEUTRAL] OK, bye.