AccountId: 011433970860
ContactId: ec5e1dfd-d9fd-4089-923b-9b31abec093a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503549 ms
Total Talk Time (AGENT): 162813 ms
Total Talk Time (CUSTOMER): 230927 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/ec5e1dfd-d9fd-4089-923b-9b31abec093a_20250210T13:38_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is how may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from the office to check on the claims for the patients.
[AGENT][NEUTRAL] Can assist with you [PII], just to let you know you can also check claim status on our online service center at [PII] and what's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm. Yeah, the policy number it's gonna be 02498570. And the patient name is [PII] [PII].
[AGENT][NEUTRAL] OK, let me get some more information before we get to that point. What is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] directly.
[AGENT][POSITIVE] OK, thanks [PII]. Give me one second.
[CUSTOMER][NEUTRAL] Oh no just talking about.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, now if you can verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, the patient's name, [PII] [PII].
[AGENT][NEUTRAL] Thank you and you said you're checking a claim status right?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Alright, we can help you with that information. What's the date of service and the total charge?
[CUSTOMER][NEUTRAL] Yeah, the date of service is 9-11-2024 for $406 even.
[AGENT][NEUTRAL] You said for [PII]?
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] for $406 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this a charge for the hospital?
[CUSTOMER][NEUTRAL] Hospital
[AGENT][NEUTRAL] Or professional charge.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The CPT code was built under this claim, it's gonna be.
[AGENT][NEUTRAL] What's the
[CUSTOMER][NEUTRAL] 364158444385025.
[AGENT][NEUTRAL] And what's the name of the provider, the facility?
[CUSTOMER][NEUTRAL] Medical University of Hospital Authority.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] And this claim was mailed on, uh, this claim was mailed on 11-22-2024 to the mailing address of [PII] City, OK, [PII].
[AGENT][NEUTRAL] OK, thank you. I do show that we received the claim. I'm showing a received date of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Processed on [PII], issuing a payment of $158.46.
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] Payment
[CUSTOMER][NEUTRAL] 150.
[AGENT][NEUTRAL] Let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] No, no, no. Uh, it was it was processed on [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. OK. And the paid amount for this, it's gonna be 158.446, right? Could I get the payment details?
[AGENT][NEUTRAL] Re
[AGENT][NEUTRAL] That is correct. Do you mean as far as whether the check has cleared the bank or not?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And I just need the check number.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm showing a check number of 2016856.
[CUSTOMER][NEUTRAL] 1856. And when it was issued?
[AGENT][NEUTRAL] So did you want to verify if it needs if it cleared or you just wanted the check number?
[CUSTOMER][NEGATIVE] I never. No, I just need when the check was issued and when it was cleared.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing the check cleared on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And it was issued on [PII], right?
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] And it was cleared, could you get a clear that one more time [PII].
[AGENT][NEUTRAL] [PII], the day after [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And it's a single payment or the bulk payment?
[AGENT][NEUTRAL] It's an individual check that was attached to the explanation of benefits.
[CUSTOMER][NEUTRAL] And could you get a pay pay to address?
[AGENT][NEUTRAL] Mhm, if you can verify your billing address so I can confirm.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's the address in the billing uh field on the claim.
[CUSTOMER][NEUTRAL] The plane
[CUSTOMER][NEUTRAL] Mhm. And uh may I know the claim number?
[AGENT][NEUTRAL] Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Monday it was possible for my.
[CUSTOMER][NEUTRAL] Get the
[AGENT][NEUTRAL] I'm showing a claim number of 35374777 and can you repeat the billing address please?
[CUSTOMER][NEUTRAL] Like 353.
[CUSTOMER][NEUTRAL] 7477. Can you repeat the billing fast please? [PII].
[AGENT][NEUTRAL] OK. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] And could you able to send a copy of you for me?
[AGENT][NEUTRAL] It was actually mailed um along with the check and now it's available to download on our online service center. Let me know when you're ready for that address.
[CUSTOMER][NEUTRAL] Email, uh, check.
[CUSTOMER][NEUTRAL] Let me know when
[CUSTOMER][NEUTRAL] No, uh, uh, we just, uh, uh, not even to see the copy of UB and we don't have the portal access so that uh we are requesting that you could be able to, uh, fax it or check.
[AGENT][NEUTRAL] You know if you receive the check, if the check is cleared, the EOB has been received because it's attached.
[CUSTOMER][NEUTRAL] OK. May I know the, could you spell your name and I just need the reference number. I don't one more data service member.
[AGENT][NEUTRAL] You'll use my name in today's date is your reference [PII] First initial last name is [PII], and you said the date of service is for the same patient?
[CUSTOMER][NEUTRAL] Reference.
[CUSTOMER][NEUTRAL] Uh, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, the the uh same patient, different date of service. The date of service is [PII]-17 of 2024, 9-17-2024 with the bill amount of $279 even.
[AGENT][NEUTRAL] The date of service please.
[AGENT][NEUTRAL] And give me the date of service please again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] With the bill amount of adjust moment, but the bill amount of $279 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the procedure code on this claim?
[CUSTOMER][NEUTRAL] This point. Yeah, just a moment. I'm checking that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Just a moment. The system just lagging for the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, the procedure code under this claim it's gonna be.
[CUSTOMER][NEUTRAL] 88173.
[AGENT][NEUTRAL] And the total bill amount was 279?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'm not showing a claim for that data service for that amount.
[CUSTOMER][NEUTRAL] I don't see the claim in the system. And this claim was mailed on same date, [PII].
[AGENT][NEGATIVE] Not for that amount, not for the amount that you provided.
[CUSTOMER][NEUTRAL] For $279.
[AGENT][NEUTRAL] I'm not showing that amount received for the date of service provided [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm if if 279 is the billed amount, I do not show that amount received.
[CUSTOMER][NEUTRAL] But it doesn't, but it happened.
[CUSTOMER][NEUTRAL] of the bill amount like that amount receipt.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you, thank you for giving this information. Have a great day. Bye-bye.
[AGENT][POSITIVE] Alright, thank you for calling APL have a good day.