AccountId: 011433970860
ContactId: e748f954-3bde-4afc-85e5-fd3c4fec191f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 676119 ms
Total Talk Time (AGENT): 121352 ms
Total Talk Time (CUSTOMER): 169854 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e748f954-3bde-4afc-85e5-fd3c4fec191f_20250212T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm [PII] calling from provider's office regarding our claims.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with crime status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] So the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number, yeah, just give me a second. I will add to the policy number.
[CUSTOMER][NEUTRAL] Yeah, hello, the policy number is uh
[CUSTOMER][NEUTRAL] 01941775 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Uh, please repeat that number.
[CUSTOMER][NEUTRAL] Sure. It's
[CUSTOMER][NEUTRAL] 01941775 M as in Mike L as in Lima H.
[AGENT][NEUTRAL] Thank you. Um, let's see. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, patient's first name is going to be uh [PII] and the last name is uh So [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges for the client.
[CUSTOMER][NEUTRAL] The service is uh
[CUSTOMER][NEUTRAL] Yeah, it's [PII] with the bill amount of $2,624 even.
[AGENT][NEUTRAL] OK, one moment, I'm still waiting on my system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what, what was the bill amount again, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, the bill amount is
[CUSTOMER][NEUTRAL] $2,624 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, yes, we received that claim on [PII].
[AGENT][NEUTRAL] The claim processed and paid out on [PII].
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] The claim number is 337-095-9.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it paid out a single check $571.50.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the check number is?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 18163887.
[CUSTOMER][NEUTRAL] 18163.
[AGENT][NEUTRAL] 87.
[CUSTOMER][NEUTRAL] 87. Am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and it was mailed to.
[CUSTOMER][NEUTRAL] OK, stating that?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry. You're stating that uh the allowed and the paid amount is same, am I right?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] With more patient responsibility, OK, I just wanted to confirm, is it paid for two CPT codes?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 453-878 and 43239. OK. May I know when the check was, it was issued?
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The check was issued on [PII] and it cleared on [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, sure, got it. Uh, can you please help me the issue date one second, I'm really sorry. It's [PII].
[AGENT][NEUTRAL] [PII], [PII] was when it was issued.
[CUSTOMER][NEUTRAL] OK, it was issued on [PII] and cleared on [PII]. Am I right?
[AGENT][NEUTRAL] And the and
[AGENT][POSITIVE] Yes, you're correct.
[CUSTOMER][NEUTRAL] OK. I just wanted to make sure to verify the pay to address.
[AGENT][NEUTRAL] The pay to address um is [PII].
[CUSTOMER][POSITIVE] So, got it. Just give me a second, please don't mind.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but then can you send me the copy of your fax.
[AGENT][NEUTRAL] Um, yes. What's your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] um [PII].
[CUSTOMER][POSITIVE] It's yes.
[CUSTOMER][NEUTRAL] Yeah, sure, right.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, actually I just wanted to make sure the claim number is 3370.
[CUSTOMER][NEUTRAL] 959. Am I right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, got it. Uh, just give me a second. OK, I do have one more like I do have 2 more claims. Can you please help me with the TV please.
[AGENT][NEUTRAL] One moment. Let me get this claim faxed to you.
[CUSTOMER][NEUTRAL] Yeah, please. It's a different number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get this claim faxed. One moment.
[CUSTOMER][NEUTRAL] Sure take you down.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I'm gonna place you on a brief hold if you don't mind.
[CUSTOMER][NEUTRAL] Sure, uh, is there any issue?
[AGENT][NEUTRAL] Yes, one moment, please. No, there isn't.
[CUSTOMER][POSITIVE] So take your time.
[AGENT][POSITIVE] Mhm, thank you.
[CUSTOMER][NEUTRAL] Sure, take it down.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.