AccountId: 011433970860
ContactId: ee27994c-5d6b-4fe1-a707-44542dcbb68a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287359 ms
Total Talk Time (AGENT): 144085 ms
Total Talk Time (CUSTOMER): 97940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ee27994c-5d6b-4fe1-a707-44542dcbb68a_20250305T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] at Infinite South Broward. How are you today?
[AGENT][POSITIVE] I'm great, [PII]. How are you?
[CUSTOMER][NEUTRAL] Fine. And you said American Public Health, is that what you said?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Life, OK, sorry.
[CUSTOMER][NEUTRAL] Because it was, it's loaded differently in our system but anyway have a claim that I need to check on please.
[AGENT][NEUTRAL] OK. May I have a policy number?
[CUSTOMER][NEUTRAL] I have 02281879 M as in Mary, L as in Larry 7.
[AGENT][POSITIVE] Thank you. And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII], I don't know, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] I have 328 24 for 3 total charge was $880 we.
[CUSTOMER][NEGATIVE] I should have billed it secondary with a uh Aetna ELB.
[AGENT][NEUTRAL] OK, thank you for verifying that information for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] Get this pulled up.
[AGENT][NEUTRAL] Looks like this process on claim number 3495543 looks like a benefit amount of $342 processed to the provider. This claim processed on.
[AGENT][NEUTRAL] 821 of 24.
[CUSTOMER][NEUTRAL] Yeah, so the 342 is paid.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, because we did not receive that payment then we just got a not primary denial and a duplicate denial, um, so can you give me a check number and where that was mailed to and if it was cash.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. This went under check number 1869172.
[AGENT][NEUTRAL] And the mailing address is?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I would have to send it over to the finance. Let me see if I can see if the check is outstanding or not. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was it a bulk check while you're looking, do you know?
[AGENT][NEUTRAL] It was a single check.
[CUSTOMER][NEUTRAL] Single, OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And it doesn't verify it on this end, so I would have to send it over to finance department to verify if the check is cleared. Is that the correct mailing address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what I'll do is I'll write this up and send it over in the meantime, would you like me to fax you over this EOV?
[CUSTOMER][POSITIVE] Um, yeah, you can just to be safe.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I have [PII]. I'll fax this EOB over. I'll go ahead and send this check [PII] over to finance to verify if this check is cleared. If not, we can void and reprocess.
[AGENT][NEUTRAL] And I verify the address. So just allow 24 to 48 hours and you can call for an update on this check [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, do you have a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is Moi, M O N I Q U E. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. You have a great day.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you too. Bye.