AccountId: 011433970860
ContactId: c05e90a6-3915-4eeb-ab6a-0fd1c12677c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383549 ms
Total Talk Time (AGENT): 105988 ms
Total Talk Time (CUSTOMER): 114001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c05e90a6-3915-4eeb-ab6a-0fd1c12677c0_20250502T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Let's do that again. I, um, have some more claims to check for.
[AGENT][NEUTRAL] OK, let's get back to that screen.
[AGENT][NEUTRAL] OK, and um,
[AGENT][NEUTRAL] Can you give me your callback number again?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and what's the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] 01960605 ML 8
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what is that date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] for 18,670.
[AGENT][NEUTRAL] OK, looks like we received that on 4-2125. Uh, it was processed 4-2225 and let's see.
[AGENT][NEUTRAL] Uh office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and then I need the claim number.
[AGENT][NEUTRAL] The claim number is 3592303.
[CUSTOMER][NEUTRAL] OK, I have 2 more. How many are you able to help me with?
[AGENT][NEUTRAL] Yeah, I can help you with those. Are they for the same patient or?
[CUSTOMER][NEUTRAL] No, uh, same provider but different patient.
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] OK, and what's the next state of or uh next uh policy number?
[CUSTOMER][NEUTRAL] 02545383
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] 317 to 25 for 25,760.
[AGENT][NEUTRAL] Uh, we processed or received that 4 28 25. That was processed 42925, made a payment of $25.
[AGENT][NEUTRAL] And then I do have that check number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh check number 2041519.
[CUSTOMER][NEUTRAL] And was that issued on [PII] you said or?
[AGENT][POSITIVE] Uh yes, that's correct.
[CUSTOMER][NEUTRAL] 21 and the claim number?
[AGENT][NEUTRAL] 359-542-7
[CUSTOMER][NEUTRAL] And I just have one more.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and what was that policy number?
[CUSTOMER][NEUTRAL] This one is 0203991 ML8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um, let me try that, uh, policy number again. I've got a different name. What was the policy?
[CUSTOMER][NEUTRAL] Uh hold on let me get the cards and we have it.
[CUSTOMER][NEUTRAL] Um, 020329 uh that's what it is, it's 329.
[CUSTOMER][NEUTRAL] 91 ML8.
[CUSTOMER][NEGATIVE] It's missing time.
[AGENT][NEUTRAL] And you said [PII], correct.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, what was that data service and bill charges?
[CUSTOMER][NEUTRAL] Uh, this one's for 395 for 23636.
[AGENT][NEUTRAL] Oh, you said 35 2025?
[CUSTOMER][NEUTRAL] 319 of 25, 3, I mean, for 2 36 36.
[AGENT][NEUTRAL] I received 47 2025, process 48 2025.
[AGENT][NEUTRAL] Um, office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Is there any way that we can know, like, like by looking at the card if it now with our coverage or not or is it just like a strictly like benefits way?
[AGENT][NEUTRAL] Uh, no, not by the card. Um, all of these medin policies are different, so we've got several different kinds. Some paper.
[AGENT][NEUTRAL] Just a very few pay for the actual office visit. Some pay for treatment procedure in office, so it just depends on the plan.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got you. OK, I just wanted to make sure that way we're not wasting.
[CUSTOMER][NEUTRAL] Time, and can I just have the claim number for this one?
[AGENT][NEUTRAL] Yes, it's 358-6411.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII], have a good day.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye-bye.