AccountId: 011433970860
ContactId: dc366d1a-573d-45a6-bf12-25563d0612ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 671659 ms
Total Talk Time (AGENT): 138806 ms
Total Talk Time (CUSTOMER): 267240 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/dc366d1a-573d-45a6-bf12-25563d0612ba_20250610T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, good morning, sir. My name is [PII]. I'm calling from the provider's office to check our patient claim.
[AGENT][NEUTRAL] OK. Happy to check on the claim. Uh, do we have the patient's policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, OK. The policy number is 02483111.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. Let me just pull that up. One moment. And for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Of course, uh, you can call us at.
[CUSTOMER][NEUTRAL] You can call us at [PII] direct line.
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Under the.
[CUSTOMER][NEUTRAL] Uh, please.
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] Is size 40. Date of birth is [PII].
[AGENT][NEUTRAL] What's the data service?
[CUSTOMER][NEUTRAL] Uh, [PII], bill amount is $2,448 even.
[AGENT][NEUTRAL] Do you by chance have any different amount after the primary paid?
[CUSTOMER][NEUTRAL] Uh, OK, just a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So then, uh, do you see the bill amount $1,833.75?
[AGENT][NEUTRAL] No, I don't see that build out either.
[CUSTOMER][NEUTRAL] $614 64925.
[AGENT][NEUTRAL] Well, I see two claims for that date of service, one for $378378.
[AGENT][NEUTRAL] And then there's another one for $4,285.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, can you give me the CPT code on the $300 claim?
[AGENT][NEUTRAL] 00170.
[CUSTOMER][NEUTRAL] Interesting. And the other other claim which is for 4000?
[AGENT][NEUTRAL] What was the facility charge?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right, that's the facility charge billed by Bapist Health Surgery Center, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK. Now, uh, the CPT code 00170 is known to me because this is the anesthesia code and we are anesthesiologist. So, um, you said the bill amount is $300?
[AGENT][NEUTRAL] Shows $378.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. Uh, I mean, there's supposed to be two claims with the same CPD code 00170 with different modifiers. Um, one is for 61 is for 2,448, and the other one is for 2352, uh.
[CUSTOMER][MIXED] OK, but you don't have this bill amount.
[AGENT][NEUTRAL] No, you guys can still re.
[CUSTOMER][NEUTRAL] OK. And what is the status of this?
[AGENT][NEUTRAL] Which one? The paid client, the
[AGENT][NEUTRAL] 378.
[CUSTOMER][NEUTRAL] Uh, 3001.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was paid in the amount of 378.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, can you tell me that I didn't provide a name on the claim, the 3781.
[AGENT][NEUTRAL] Anesthesia dynamics.
[CUSTOMER][NEUTRAL] That is our name
[CUSTOMER][NEUTRAL] Uh, the rendering provider, is it [PII] or?
[CUSTOMER][NEUTRAL] Uh facial hoodda.
[AGENT][NEUTRAL] It just shows me the provider name of Anesthesia Dynamics LLC.
[CUSTOMER][NEUTRAL] That's our billing provider, um, but who is the rendering provider on the box number 31?
[AGENT][NEUTRAL] I need to pull the claim. Give me just a second, one moment.
[CUSTOMER][NEUTRAL] You. Sure.
[AGENT][NEUTRAL] It looks like
[AGENT][NEGATIVE] [PII], maybe it's really hard to read.
[CUSTOMER][NEUTRAL] God
[CUSTOMER][NEUTRAL] Carlo stories the provided him on the box number 31.
[AGENT][NEGATIVE] I can't even see the box numbers I'll be honest with you it's very hard to see.
[CUSTOMER][NEUTRAL] OK, uh, can you tell me the NPA number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] If not, that's OK.
[AGENT][NEGATIVE] Yeah, I mean, unfortunately, it's just really hard to read.
[CUSTOMER][NEUTRAL] Mm, OK, not an issue, just a minute.
[CUSTOMER][NEUTRAL] OK, not an issue. Um, so we recently sent this both bills, uh, which is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I mean, for which the primary insurance has processed towards deductible for $614.25 for the bill amount of 2448 and 2352, uh, to the fax number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is the correct fax number, yes.
[CUSTOMER][NEUTRAL] Yeah. Is it the correct number?
[CUSTOMER][NEUTRAL] OK, but these bills are not on file, right?
[AGENT][NEUTRAL] I do not see anything on file you can resubmit.
[CUSTOMER][NEUTRAL] OK, great, um, what is the timely filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, what is the call reference number?
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII], that's [PII] Last initial to my name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, um, sir, I do have one another member in my list. I mean, if you have time.
[AGENT][NEUTRAL] Let me just notate this one and then we can check the next one moment.
[AGENT][POSITIVE] Ready for the next policy number when you are.
[CUSTOMER][NEUTRAL] Sure. The policy number is 02473039 M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Uh, patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Date of service is [PII]. Claim bill amount is $2400 even.
[AGENT][NEUTRAL] No claims on file for that amount.
[CUSTOMER][NEUTRAL] OK. So just to make sure if you're trying to send it to the right place, we are trying to send it to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, that is incorrect. Let me give you the correct mailing address.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] gonna be
[CUSTOMER][NEUTRAL] Yes, what is the mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] No, probably those.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the zip code is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the fax number is the same, right? [PII], right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. I will uh send those claims to you.
[AGENT][POSITIVE] OK, sounds good. Have a great day.
[CUSTOMER][POSITIVE] You too. Take care. Bye.
[AGENT][NEUTRAL] OK.