AccountId: 011433970860
ContactId: d269138a-9f1c-409e-88f3-6e71ae61d3f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252559 ms
Total Talk Time (AGENT): 69998 ms
Total Talk Time (CUSTOMER): 62816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d269138a-9f1c-409e-88f3-6e71ae61d3f5_20250430T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I have a question about a patient's claim.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 02131819.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, $1325 for $3,0029.
[AGENT][NEUTRAL] This is a hospital claim?
[CUSTOMER][NEUTRAL] Uh, it's professional claim.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We received it a few times. Let me find the right claim. Hold on just a second.
[CUSTOMER][NEUTRAL] I have a claim number if you need it.
[AGENT][NEUTRAL] Oh, great, yeah, what's up?
[CUSTOMER][NEUTRAL] 355-71666
[AGENT][NEUTRAL] OK, um, and then what was your question on the claim?
[CUSTOMER][NEUTRAL] It shows that it paid but we don't have that uh payment. Are you able to see if that check has been cashed or if it's cleared?
[AGENT][NEUTRAL] Yes, let me see.
[AGENT][NEUTRAL] Let's see
[AGENT][POSITIVE] OK, looks like, yeah, it looks like it's still outstanding. Um, can you verify the address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, it looks like we have an address on the claim of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, that's the actual clinic, I think.
[CUSTOMER][NEUTRAL] Yeah, that's his clinic, but that's not our billing address. Do I need to send in a W-9?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Uh, let me pull up the claim and make sure and see how it was billed. Hold on one moment. We might need a corrected claim with the corrected address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That up real quick.
[CUSTOMER][NEUTRAL] Yeah because on our end it shows it's correct, but for some reason when it goes over it.
[CUSTOMER][NEUTRAL] Changes.
[AGENT][NEUTRAL] Yeah, we've got [PII] on the CMS 1500. Um, would you be able to fax a corrected claim?
[CUSTOMER][NEGATIVE] So weird
[CUSTOMER][NEUTRAL] Yeah, sure, what's the fax number?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Attention to you or?
[AGENT][NEUTRAL] It comes directly to our claims department, yeah.
[CUSTOMER][NEUTRAL] Or claims or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a call reference number?
[AGENT][NEUTRAL] It's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. All right, well thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.