AccountId: 011433970860
ContactId: d1299ee3-812e-4a21-8a66-420140fc6d28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642330 ms
Total Talk Time (AGENT): 264956 ms
Total Talk Time (CUSTOMER): 271494 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/d1299ee3-812e-4a21-8a66-420140fc6d28_20250127T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from products office which is gonna claim that.
[AGENT][POSITIVE] And it would be my pleasure to assist you with that claim status. What is the callback number, please?
[CUSTOMER][NEUTRAL] Yeah, sure, it's going to be [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, it's going to be 1975912.
[AGENT][NEUTRAL] 912
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you, and and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah. The patient name is going to be [PII] Date of birth is [PII].
[AGENT][POSITIVE] Alright thank you and it would be my pleasure to help you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Yeah, it's going to be [PII] with the total charge of $42 even.
[AGENT][NEUTRAL] Thank you and what is the facility name?
[CUSTOMER][NEUTRAL] It's you Miami Medicine.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is it radiology?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I can help you with that claim status, and we did receive that claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, let me get back to the screen.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That claim was received on [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Processed and paid on [PII].
[CUSTOMER][NEUTRAL] You can
[AGENT][NEUTRAL] And a benefit amount of $19.62 was paid to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] $90.19 dollars or $90?
[AGENT][NEUTRAL] It's 19, it's 19.62.
[CUSTOMER][NEUTRAL] OK. It's paid, right?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] And the dollar amount?
[AGENT][NEUTRAL] The dollar amount 19.62.
[CUSTOMER][NEUTRAL] OK. You said the receipt date is [PII] and the process then paid on the same day.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] And um there is any patient responsibility?
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility. We're not major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. There is pay to check or EFT?
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] OK. May I know the ticket number?
[AGENT][NEUTRAL] 2018505
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I know the single amount?
[AGENT][NEUTRAL] $19.62.
[CUSTOMER][NEUTRAL] OK. May I know the pay to address?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, thank you for that information. And may I know the claim number?
[AGENT][NEUTRAL] Claim number is 354.
[AGENT][NEUTRAL] 1327.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, if the claim is paid. OK, just a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I taking the notes of that and uh can you spell out your name for documentation purpose.
[AGENT][NEUTRAL] [PII] name [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And can you provide, um, I mean,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That you'll be copy?
[AGENT][NEUTRAL] EOBs are obtainable on a provider portal at [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I need the fax number.
[CUSTOMER][NEUTRAL] Can I provide the fax number?
[AGENT][NEUTRAL] If you'll give me one moment, it'll take just a minute.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] If you can create if you can get access to the portal and it's just a simple self registration, you'll have immediate access to EOBs, claim status and claim submission.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] And it's simple self registration using the tax ID number and the patient's account number inbox 26 on the HIA.
[CUSTOMER][NEUTRAL] Mhm. OK, can I.
[CUSTOMER][NEUTRAL] Mhm, uh, I need it by fax.
[AGENT][NEUTRAL] OK, if you'll bear with me just one moment, let me get that prepared for you and then I'll get that fax number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] Fax number is 40.
[AGENT][NEUTRAL] OK, bear with me just one moment, let me get it prepared.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Thank you I appreciate it.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And what is the fax number, [PII]?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] Alright, and just to verify that fax number.
[CUSTOMER][NEUTRAL] With the attention of
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, with the attention of my name.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And that is on the way for you. You should be receiving that EOB shortly.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. May I know the time?
[AGENT][NEUTRAL] Uh, just hit send, so it just depends on how long it takes to get from me to you.
[CUSTOMER][NEUTRAL] Medic.
[CUSTOMER][NEUTRAL] OK. They are on 24 to 48 hours.
[AGENT][NEUTRAL] I would think about 15 to 30 minutes. You should, you should receive it today.
[CUSTOMER][NEUTRAL] Uh-huh. OK, OK.
[AGENT][NEUTRAL] It's already on the way.
[CUSTOMER][NEUTRAL] OK, OK, may I, yeah, may I know the call reference for this call? I have one more claim.
[AGENT][NEUTRAL] OK, call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] OK. Thank you for that. And can you explain it for different patients.
[AGENT][POSITIVE] Yes ma'am, I'll be happy to assist you with that other claim. What is that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's going to be 02477095.
[AGENT][NEUTRAL] 095.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And what is that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's going to be [PII] and the last name is [PII] The date of birth is [PII].
[AGENT][NEUTRAL] Alright thank you and that date of service?
[CUSTOMER][NEUTRAL] Yeah, it's going to be [PII] with the total charge of $719 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it for the same facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is what department is that for?
[CUSTOMER][NEUTRAL] It's going to be D [PII] R [PII] L O G Y.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] Derma dermatopathology. Yeah, OK, thank you.
[CUSTOMER][NEUTRAL] Dermatologyology yeah.
[AGENT][NEUTRAL] All right. Uh, we've received that claim in on [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And claim was processed and paid on [PII].
[CUSTOMER][NEUTRAL] OK. And may I have the claim number?
[AGENT][NEUTRAL] This claim number is 354.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1022.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And may I know the paid amount?
[AGENT][NEUTRAL] 150.93.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And download amounts?
[AGENT][NEUTRAL] $150.93.
[CUSTOMER][NEUTRAL] There is any patient responsibility?
[AGENT][NEUTRAL] We don't determine patient responsibility.
[CUSTOMER][NEUTRAL] OK, it's P R E T.
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] And the amount is going to be 150. 93, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Pay to address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] May I know the ticket number?
[AGENT][NEUTRAL] Check number is 2018381.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and the pay to address is same on. May I know the I, I need a UB copy for this too to the fax.
[AGENT][NEUTRAL] OK, bear with me.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is it going to the same fax number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, and that is on the way for you.
[AGENT][NEUTRAL] Should be receiving the COB shortly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's great. And the call reference is your name and today's date, right? OK, thank you for that. Thank you for helping me today. Bye-bye.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] It's been my pleasure to assist you and thank you for calling APL and have a lovely day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye-bye.