AccountId: 011433970860
ContactId: d40d56c6-0628-4518-83c3-bd6135814e2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305079 ms
Total Talk Time (AGENT): 128757 ms
Total Talk Time (CUSTOMER): 117694 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/d40d56c6-0628-4518-83c3-bd6135814e2b_20241231T13:38_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], this is uh [PII]. I'm calling from the Emery clinic.
[AGENT][POSITIVE] Good morning [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh yes, my direct number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, yes, it is 02216487 M as in M, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you. And how can I help you with [PII] this morning?
[CUSTOMER][NEUTRAL] Um, I'm just calling to see if you received this claim. It's for data service. Um, we have a November 6, 2024, and that's gonna be, um, for a total charge amount of $216.70.
[AGENT][NEUTRAL] I can check that claim status for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm checking, you said November 6th.
[CUSTOMER][NEUTRAL] 2024.
[CUSTOMER][NEUTRAL] $216.70.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And the facility name?
[CUSTOMER][NEUTRAL] The Emory Clinic.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII], I'm showing that we did receive that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] With the payment of $109.45 to the Emory Clinic.
[AGENT][NEUTRAL] I can provide that claim number if you need it.
[CUSTOMER][NEUTRAL] Um, yes, hold one second, I'll write this down.
[CUSTOMER][NEUTRAL] OK, and what's the claim number?
[AGENT][NEUTRAL] The claim number is 353.
[AGENT][NEUTRAL] 6553
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do we have the check amount or EFT amount?
[AGENT][NEUTRAL] It's a single paper check for 10945.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] You have a check number?
[AGENT][NEUTRAL] The check number is 2016468.
[CUSTOMER][NEUTRAL] So that's 2016468 and um and you said you mailed it to the Emory Clinic?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Does it show that it's cleared or or anything like that?
[AGENT][POSITIVE] I can check that for you.
[AGENT][POSITIVE] It's still outstanding at this time.
[CUSTOMER][NEUTRAL] OK still out there.
[AGENT][NEUTRAL] It would have gone out on the following business day on [PII].
[CUSTOMER][NEUTRAL] And there was
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And there is no patient's responsibility for correct?
[AGENT][NEUTRAL] We're secondary. We don't determine patient responsibility, but we did pay that 10945.
[CUSTOMER][NEUTRAL] OK, all right, that was the full balance. OK, um, alright, let me just make sure I have everything for I got the phone. We have the seed process paid amount.
[CUSTOMER][NEUTRAL] Pin number check
[CUSTOMER][POSITIVE] Still outstanding. OK, sorry, go ahead.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII], if you need a copy of that EOB, we do have a provider portal at [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] You say [PII]? What was it?
[AGENT][NEUTRAL] Right, [PII]. It's a simple self registration using the tax ID number and the patient's account number listed in box 26 on the HIPA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty thank you and yeah, so you said this is [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. And [PII], can I get the first initial of your last two, please?
[AGENT][NEUTRAL] It's [PII], and the reference number if you need that is my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yes, what's that reference number?
[AGENT][NEUTRAL] It's my name in today's date.
[CUSTOMER][POSITIVE] Oh, you say name that today's great, OK.
[AGENT][NEUTRAL] That's it is early.
[CUSTOMER][POSITIVE] Uh, yes, it is. OK. Well, thank you so much, [PII]. I appreciate your time.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you, [PII]. Thank you for calling APL. Hope you have a great day and a very happy New [PII].
[CUSTOMER][POSITIVE] You, you too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye. Bye bye.