AccountId: 011433970860
ContactId: c29f1998-bfee-4e67-b8ae-e614f1b21573
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530289 ms
Total Talk Time (AGENT): 178984 ms
Total Talk Time (CUSTOMER): 252192 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c29f1998-bfee-4e67-b8ae-e614f1b21573_20250318T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from, um, Western Outpatient Surgical Center, and I just wanted to kind of confirm with you, um, I was looking at some notes for a patient, um, that has secondary with American Public Life, and I just wanted to see if the claim was on file and if you guys really if if it was missing the primary EOB and I would get that over to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that. And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number, please?
[CUSTOMER][NEUTRAL] Um, my callback number is, sorry, I usually have it.
[CUSTOMER][NEGATIVE] In front of my face. I always get messed up.
[CUSTOMER][NEUTRAL] My fax number and my phone number.
[AGENT][NEUTRAL] I understand. We have to memorize so many numbers these days, don't we? Well, you know what, actually, actually when I was growing up, that's when we had to memorize numbers, your social, you had no, everybody's phone number.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Oh I know and like and it's just like if you don't use it you lose it, you know.
[AGENT][NEUTRAL] Exactly. And now I know nobody's phone number. I just click call, you know.
[CUSTOMER][NEUTRAL] Exactly, exactly. Um, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, [PII], thank you. And it would be a pleasure to assist you with claim status. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number I have is going to be 01842070M.
[CUSTOMER][NEUTRAL] L 8
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] This is [PII] [PII] yeah, [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that claim status for [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] This state of service was for [PII].
[CUSTOMER][NEUTRAL] And it looks like the charges were 12,768.
[AGENT][NEUTRAL] What's the name of the facility?
[CUSTOMER][NEUTRAL] This would have been for Western Outpatient surgical Center.
[AGENT][NEUTRAL] So, and do you
[CUSTOMER][NEUTRAL] I can look and see what's the actual thing.
[AGENT][NEUTRAL] Do you have that tax ID on handy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Tax ID is going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well, the reason I was asking because I do have a claim on file for Western Outpatient Surgical Center. It is a different build amount.
[CUSTOMER][NEUTRAL] Oh, would it be, let me look and see what the.
[CUSTOMER][NEUTRAL] Was it for $250 250 dollars?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] That's the way my grandkids would tell me something. No.
[CUSTOMER][NEUTRAL] No, I'm wondering if maybe.
[AGENT][NEUTRAL] I'm gonna pull this up. Hang on just a second. Let's take a look at it.
[CUSTOMER][NEUTRAL] No, you're fine. I'm wondering.
[CUSTOMER][NEUTRAL] Patient has more than one data service with us, um, like in the span of a couple.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I've got 1113 24 and then I've got.
[AGENT][NEUTRAL] Oh, do you think it might have been separated on each claim? I mean.
[AGENT][NEUTRAL] I mean, I'll hang up.
[CUSTOMER][NEUTRAL] I wonder if that's what it is and then there's December 11th of 24 for 12,768, and then I have the newest one which was 18,210.
[AGENT][NEUTRAL] OK, so let me get this, I'm gonna get this claim pulled up and we're gonna get down to the.
[AGENT][NEUTRAL] So the nitty gritty on this one.
[CUSTOMER][NEUTRAL] Yeah, I've got 3 of them.
[CUSTOMER][NEUTRAL] Yeah, I'm wondering.
[AGENT][NEUTRAL] See what's going on.
[AGENT][POSITIVE] Well, I say I'm gonna pull it up, there it comes.
[AGENT][NEUTRAL] Do you have a CPT for that code or something?
[CUSTOMER][NEUTRAL] Yeah, they're, um, it looks like it's the same on all three of them, but it is 64493.
[CUSTOMER][NEUTRAL] And 64493 but one is right and one is left it's like injections.
[AGENT][NEUTRAL] So we only have the right on this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For data service 1113 24 is.
[CUSTOMER][NEUTRAL] You only have a rough, so.
[AGENT][NEUTRAL] $2,288.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we don't have the 2,288 for the left, that's what.
[AGENT][NEUTRAL] That's right now for that data service and we are needing a primary EOB on this one.
[CUSTOMER][NEUTRAL] OK, OK, so I will take care of that, um.
[CUSTOMER][NEUTRAL] Is there a fax number or do I have to mail it or?
[AGENT][NEUTRAL] No, you can fax it directly to our claims department.
[CUSTOMER][NEUTRAL] It claims that.
[AGENT][NEUTRAL] Um, claims fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you so much Ms. [PII]. Go ahead. I'm sorry.
[AGENT][NEUTRAL] On all these we will need the primary EOB just.
[AGENT][NEUTRAL] Just to let you know.
[CUSTOMER][NEUTRAL] OK, I'll go in there and double check everything and um.
[CUSTOMER][NEUTRAL] See how the claims went out and I will send you those.
[AGENT][NEUTRAL] And, and did you
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] I was just gonna ask if you wanted the claim status for this one. You can actually just fax the EOB reference in the claim number and policy number.
[CUSTOMER][NEUTRAL] Oh, what's that, um, what's the claim number? That would be a good start.
[AGENT][NEUTRAL] Yeah, claim number is 355.
[AGENT][NEUTRAL] 0429.
[CUSTOMER][NEUTRAL] And this is for the November date. I was trying to see if I have.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1324.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] If you don't mind, is it OK if I just get the rest of the claim numbers for the other ones since and I'll just shoot you guys all three of them?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's the next data service?
[AGENT][NEUTRAL] See if we need this.
[CUSTOMER][NEUTRAL] It was 1211 of 24 for the same, the 20288.
[AGENT][NEUTRAL] For [PII], actually for 1211, 24, I don't have that one on file.
[CUSTOMER][POSITIVE] So it's right.
[CUSTOMER][NEUTRAL] OK, so you don't have this one.
[CUSTOMER][NEUTRAL] With this one no claim. Alright, I'll send that out.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Do you have the [PII]?
[AGENT][NEUTRAL] Let's check that one.
[AGENT][NEUTRAL] [PII]? No, ma'am.
[CUSTOMER][NEUTRAL] And that would be 39.
[CUSTOMER][NEUTRAL] Uh huh, no, OK.
[CUSTOMER][NEUTRAL] Alright, well I will shoot those two out.
[CUSTOMER][NEUTRAL] And that the other EOB and we should be.
[CUSTOMER][NEUTRAL] Rocking
[AGENT][POSITIVE] That's right. That's right. And you can fax all of that directly to us.
[CUSTOMER][POSITIVE] OK, fabulous. Thank you so much for your help. I really appreciate you.
[AGENT][POSITIVE] Well, it's been a pleasure, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, do y'all happen to give reference numbers or just your name and today's date?
[AGENT][NEUTRAL] It would be my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. I really appreciate you.
[AGENT][POSITIVE] And thank you for calling ATL [PII]. It was a pleasure to assist you and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.