AccountId: 011433970860
ContactId: e5ae618c-1003-420b-b9c8-2207a3102297
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418109 ms
Total Talk Time (AGENT): 115796 ms
Total Talk Time (CUSTOMER): 140780 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e5ae618c-1003-420b-b9c8-2207a3102297_20250616T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office for claim status. Am I, um, in the right department?
[AGENT][NEUTRAL] Yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] A. Callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, one moment that is.
[CUSTOMER][NEUTRAL] 02583472
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] This is for office visits for claims, claim status.
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] There are quite a few claims. I sent the fax. Uh, this is the second time I sent the fax. The first time I sent it and followed up, they said the claims was not on file. Uh, I sent them, just following up again. The first data service you could check for is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2400.
[AGENT][NEUTRAL] OK, and I'm waiting on my system. One moment, please.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And are these for the um provider, fees for the provider or for the facility?
[CUSTOMER][NEUTRAL] What do you mean? I'm sorry.
[AGENT][NEUTRAL] Um, is this, are, are you, are you billing for the hospital or for the provider, the doctor?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pro's professional claim the CMS 1500 form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the doctor, not, not in the hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it not on file?
[AGENT][NEUTRAL] Well, I am showing claims on file for that date of service but not for the bill charges, but I do show several claims that we did receive.
[CUSTOMER][NEUTRAL] Well, is it, is it from us vocational development group or it may be under in Bloom Autism Services?
[AGENT][NEUTRAL] OK. I do show where we received um claims for 6 69 610 and 6/11 and they're still pending.
[AGENT][NEUTRAL] Is that when you submitted these claims?
[CUSTOMER][NEUTRAL] No, this fax was um [PII].
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] And I don't know if they had just put it on file then. I mean, can you give me some dates of service I built the month of February, March, April.
[AGENT][NEUTRAL] OK. And what was that date of service again? February.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] The first one is [PII].
[CUSTOMER][NEUTRAL] Or any day in at all for February, March or April?
[CUSTOMER][NEUTRAL] From our group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, there's a claim for Language Link Therapy Incorporated. Is that your group?
[CUSTOMER][NEUTRAL] Mm mm, no. Can I confirm your fax? I'll just redo it and I'll drop the paper, but I sent it to fax number [PII].
[AGENT][NEUTRAL] Um, no, it's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and please attention it to the claims department.
[CUSTOMER][NEUTRAL] One moment, let me see something because I could've, that's on my note. I could have put it wrong in my note, but let me check the actual.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] So it's 3659423 attention claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'll try to call back a little later today to confirm if it was received. I'll try it again.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can assist you?
[CUSTOMER][NEUTRAL] You say your name was [PII]?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, got it. And for your reference number you use the date, right?
[AGENT][NEUTRAL] Yes, my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Mhm. I thank you, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Mhm. Thank you.