AccountId: 011433970860
ContactId: e9e53d0b-ad9c-4b26-994a-62b1eaddc402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 981559 ms
Total Talk Time (AGENT): 224582 ms
Total Talk Time (CUSTOMER): 161442 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e9e53d0b-ad9c-4b26-994a-62b1eaddc402_20250416T20:09_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office, checking on claim status.
[AGENT][NEUTRAL] Yeah, I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 1312456 MSM [PII].
[CUSTOMER][NEUTRAL] L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Which is [PII], which is [PII].
[AGENT][NEUTRAL] Thank you. And what is that uh data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Which is April 17, 2024.
[AGENT][NEUTRAL] Thank you. And is there a particular bill amount?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] $4890 even.
[AGENT][NEUTRAL] OK, thank you. I'm just checking that now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So checking.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, excuse me, just a moment. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I don't have a claim in the amount of $4,892. Um, there are a lot of claims for that day, but not.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Or could you please check whether it is $2490 even?
[AGENT][NEUTRAL] $2490. OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Got it got it
[AGENT][POSITIVE] Thanks for checking.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] OK, I'm not finding anything for $2490 for that data service.
[AGENT][NEUTRAL] Have you received any notification from us? Is there, is there a different uh
[AGENT][NEUTRAL] Build them out or?
[CUSTOMER][NEUTRAL] Um, uh, could you please check whether it is $713.80?
[AGENT][NEUTRAL] OK, $713. OK.
[AGENT][NEUTRAL] What is the bill for? Is it for um a facility bill or is it for, is there a CPT code I can look up?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The CPT code is
[CUSTOMER][NEUTRAL] 00840
[CUSTOMER][NEUTRAL] Sorry, 00840, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So the paid amount is $713.80. OK. OK, so your claim number is 354.
[AGENT][NEUTRAL] 9350.
[AGENT][NEUTRAL] And it looks like at that time, a check was uh sent out for $713.80.
[AGENT][NEUTRAL] Let me see what I can find when that was processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. It looks like we received your claim on the [PII]. We processed it on the, on the [PII].
[AGENT][NEUTRAL] There was a single paper check, the amount of $713.80.
[AGENT][NEUTRAL] That looks like that check, um, and the check number is 2022004. It looks like that was sent to department 162271.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show that it's been cast, so what I can do is I can um
[AGENT][NEUTRAL] Uh, I can have it, uh, I can have this check, uh, canceled and another one issued so that, um.
[AGENT][NEUTRAL] To that address?
[AGENT][NEUTRAL] Uh, is this the only, um, is this the only claim that, uh, that we needed to look at?
[CUSTOMER][NEUTRAL] Um, just a moment. Um, can I get the process date again?
[AGENT][NEUTRAL] It was the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get the allowed amount?
[AGENT][NEUTRAL] It's $713.80.
[CUSTOMER][NEGATIVE] With no patient responsibility, right?
[AGENT][NEUTRAL] Well, uh, no, uh, the only thing I can tell you is that our contractual obligation was met with that, with that payment, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can I get the issue date?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And not it cash, right?
[AGENT][NEUTRAL] It has not been cashed yet.
[CUSTOMER][NEUTRAL] OK. And uh can I get the bulk amount for this?
[AGENT][NEUTRAL] Uh, I'm sorry, I don't understand the, the bulk amount.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, well, the, the, uh.
[AGENT][NEUTRAL] The, the, uh, bill amount for it was uh $2,0007 702 dollars, $2,702 was the bill amount, but I, that's the only amount that I that I am aware of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Can I get the call reference number for this?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We use that in today's date as our preference.
[CUSTOMER][NEUTRAL] Um, and I have one more claim with uh same patient but different bill amount. Could you please help me with that?
[AGENT][NEUTRAL] OK, and what is that, uh, data service?
[CUSTOMER][NEUTRAL] Which is [PII] and the total charge amount is $627.80.
[AGENT][NEUTRAL] OK, now is that the, the charged amount that we're looking at or or the amount that the.
[AGENT][NEUTRAL] It's supposed to be paid out.
[CUSTOMER][NEUTRAL] Um, yeah, the given one is the paid out.
[AGENT][NEUTRAL] OK, and is this a uh
[AGENT][NEUTRAL] Is this for a facility or is there a CPT code on this?
[CUSTOMER][NEUTRAL] CPT code which is the same 00840.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the only one that I have for um the only uh CPT code that I have for that is, is this one.
[AGENT][NEUTRAL] It's just this one claim, so that's, that's the only one that I've got.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] It it has not been paid yet. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You don't have or it, it is not paid?
[AGENT][NEUTRAL] OK, well, I, I don't have another CP I don't have another claim with that CPT code. I just have the one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or could you please check whether do you have any amount like $2400 even?
[AGENT][NEUTRAL] $2400. OK, excuse me just a moment please, I'll check.
[AGENT][NEUTRAL] I'll put you on a brief hold.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I don't have anything uh listed for that uh billed them out.
[CUSTOMER][NEUTRAL] OK, no problem. Um, can I get the year for the previous 1 $713.80?
[AGENT][NEUTRAL] Yes, and what is your fax number?
[CUSTOMER][NEUTRAL] Um, just a moment.
[CUSTOMER][NEUTRAL] Yeah. The fax number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 87
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I will have that sent to you. Is there anything else I can help with?
[CUSTOMER][POSITIVE] Um, no, ma'am. Thank you for that. And thank you for your assistance. Have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for contacting