AccountId: 011433970860
ContactId: dd79ab3d-6df3-4b6f-9ccc-f74de8892105
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361559 ms
Total Talk Time (AGENT): 122764 ms
Total Talk Time (CUSTOMER): 170536 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/dd79ab3d-6df3-4b6f-9ccc-f74de8892105_20250321T16:33_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, [PII]. Good morning. This is [PII] calling from Sleep Disorder Center of Louisiana. And I would like to check the status of our claim, please.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with that claim status. What is the callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, member ID number, it is 00750472.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes. Uh this is for [PII]. Last name, it's [PII] Date of birth, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with that claim status, [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII]. The bill amount, it's $224.91.
[AGENT][NEUTRAL] And what is the provider name?
[CUSTOMER][NEUTRAL] Uh yes, it's uh Sleep Disorder Center of Louisiana or maybe it's under [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry, you said that bill amount was?
[CUSTOMER][NEUTRAL] $224.91.
[AGENT][NEUTRAL] And do you have a CPT code affiliated with that claim?
[CUSTOMER][NEUTRAL] Yes, I have A as in Alpha, 7035 and A as in Alpha, 7034.
[AGENT][NEUTRAL] And the charge on the A7035, what was that charge amount?
[CUSTOMER][NEUTRAL] Oh, yes, it's $55.56.
[AGENT][NEUTRAL] And you're calling for the facility?
[CUSTOMER][NEUTRAL] Oh, we're a DME. Uh, we're like a DME professor actually.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] So I have a claim for that data service with that CPT it does however list another CPT other than the A7035 and A07034.
[AGENT][NEUTRAL] And it looks like it is.
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] Maybe the professional fee, but I don't have a claim on file and you said what was the name of the facility again? I'm just trying to see if we have it on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the billing, um, provider, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like on that claim there was another date of service listed.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 25. Is that correct?
[CUSTOMER][NEUTRAL] 91, I'm sorry, is that a date of service or charge amount?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] I'm sorry, it's it's.
[CUSTOMER][NEUTRAL] 912024.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Oh, you mean [PII]?
[AGENT][NEUTRAL] That's what it has listed.
[AGENT][NEUTRAL] That's what it has listed on. Let me get this claim pulled up. Hang on just a second. Let's take a look.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Or 19.
[AGENT][NEUTRAL] Yeah, you know what? Yeah, you know what, I, you know, I don't have a claim on file.
[AGENT][NEUTRAL] For that bill amount that you're stating.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's fine. Um, can I have, uh, can you please confirm this is your correct uh uh fax number? I'll just go ahead and resubmit our claim, uh, 877-365.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][POSITIVE] That is correct, [PII].
[CUSTOMER][NEUTRAL] OK, and um I have another data service here for this patient. Maybe also you could check if it's on file as well. OK, uh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I can check that.
[CUSTOMER][NEUTRAL] Yes, date of service, it's uh [PII].
[CUSTOMER][NEUTRAL] And the charge amount, it's $189.66.
[AGENT][NEUTRAL] Let me check that one for you.
[AGENT][NEUTRAL] I don't have that claim on file from the facility either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, no problem. I'll just go ahead and resubmit these claims. um, thanks for your help. Do you provide call reference number?
[AGENT][NEUTRAL] It's going to be my name and today's date. I spell my name [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] First initial, last name, [PII].
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Alright, that's all for today. Thank you for your time and help. You have a great day. Bye for now. Thank you.
[AGENT][POSITIVE] And [PII], thank you for calling APL and I hope you have a great day as well and a happy weekend.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mhm, bye-bye.
[CUSTOMER][NEUTRAL] You as well. Bye.