AccountId: 011433970860
ContactId: df0e95c4-5218-4c58-b3c0-3c71e4e6e050
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272239 ms
Total Talk Time (AGENT): 129217 ms
Total Talk Time (CUSTOMER): 107650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/df0e95c4-5218-4c58-b3c0-3c71e4e6e050_20250520T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I'm calling from Medical Associates Plus in [PII]. I have an explanation of this, ma'am?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm listening to you, go ahead.
[CUSTOMER][NEUTRAL] Uh, OK, uh, I have an explanation of benefits that the patient, uh, emailed me and it's saying that you paid 5556 on a data service.
[CUSTOMER][NEUTRAL] And but I, uh, we have not received a check. Could you check, check it for me, please?
[AGENT][POSITIVE] Yes ma'am, I certainly can and may I get your name again please and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I should have already had that pulled up. I just, duh, send it.
[AGENT][POSITIVE] That's OK. That's OK. Go ahead and take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And her policy number is 01640969.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] All right, I've got Miss [PII] pulled up on the explanation of benefits that she gave you, do you see a claim number?
[CUSTOMER][NEUTRAL] I do. It's 358-2809.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And while you're pulling that up, is there a place that I can go and check uh what was applied to each line item like is there a website or something?
[AGENT][NEUTRAL] We have a website that you can sign up for as a provider. Um, the website is secured [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And while we're on the phone, I can tell you also why we're on the phone um with the claim information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so looking at at the claim, the procedure code 99203 for $180.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Was not paid because.
[CUSTOMER][NEGATIVE] It didn't, it didn't pay. Mhm.
[AGENT][NEUTRAL] Right, because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK mhm.
[AGENT][NEUTRAL] And then the procedure code 11721, that is the one that was paid 5556 with check number 203-6155.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And let me look and see if that check.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me check
[CUSTOMER][NEUTRAL] And can you tell me the address that the check went to?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, and um the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] And the check issue date was [PII] and it cleared the bank on [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK dokey. And, and it went to [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And can you tell me who is it made out to?
[AGENT][NEUTRAL] Medical Associates Plus.
[CUSTOMER][POSITIVE] Medical Associates stuff. OK dokey. Thank you so very much. I appreciate you helping me.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Ms. [PII], I can help you with before we go? Yes.
[CUSTOMER][NEUTRAL] Another thing.
[CUSTOMER][NEUTRAL] Could you tell me the bla blank the blanket cleared through?
[AGENT][NEUTRAL] Uh, I don't have that information.
[CUSTOMER][POSITIVE] That's all right. That's all right. Thank you for your help. I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.