AccountId: 011433970860
ContactId: ef694820-4e1f-40f6-b2b0-51f44efc9437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 815830 ms
Total Talk Time (AGENT): 167848 ms
Total Talk Time (CUSTOMER): 444219 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/ef694820-4e1f-40f6-b2b0-51f44efc9437_20250421T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for the provider to check on the claim status. Please be informed that this call is being recorded and monitored for quality and training purposes and
[CUSTOMER][NEUTRAL] May I know how can I help you with the patient's information and the provider's information. Before uh we move to the information, I'm calling for uh just for the EOBs.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure, [PII], I can assist you with claim status. Um, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh yeah. Uh, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, the policy number will be
[CUSTOMER][NEUTRAL] 1275589.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's first name is [PII] and the last name is [PII] and the date of birth will be [PII].
[CUSTOMER][NEUTRAL] And for your information I do have a claim number with me.
[AGENT][NEUTRAL] And what's the claim number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure, just a moment.
[CUSTOMER][NEUTRAL] Yeah, the claim, no, no, give me a minute.
[CUSTOMER][NEUTRAL] Yeah, the claim number is 353-7345.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charges, just a moment.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, sorry, it's [PII]. Sorry, sorry, [PII].
[AGENT][NEUTRAL] And the total bill charges?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] It's $657 even.
[AGENT][NEUTRAL] OK. And you said that you need me to fax over an EOB, the EOB for this?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the claim has been paid, am I right?
[AGENT][NEUTRAL] Yes, the claim has been paid.
[CUSTOMER][NEUTRAL] For $223.55.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, it was paid on [PII] for $223.55.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, with no patient responsibility and the payment was done via check, and could you please verify me the check number? It's 2016745. Am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so could you please fax me the copy of AB? I will help you with my fax number.
[AGENT][NEUTRAL] Yes, what's the fax number, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] in addition to the patient's account number.
[AGENT][NEUTRAL] OK, you said that the fax number is [PII]?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah like.
[AGENT][NEUTRAL] OK. And attention to the patient account number. OK, one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] How many do you have? I can only help you with 3.
[CUSTOMER][NEUTRAL] Uh, for what you're asking?
[CUSTOMER][NEUTRAL] The claims.
[AGENT][NEUTRAL] Um, yes, how many claims?
[CUSTOMER][NEUTRAL] Uh yeah, I do have more to claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with 2 more. 1 moment.
[CUSTOMER][NEUTRAL] OK, have you faxed this claim? Uh, have you faxed the UB?
[AGENT][NEUTRAL] Not yet. I'm waiting on my system.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK. So how much time will it take to receive the UB?
[AGENT][NEUTRAL] You should receive it in about 10 minutes after I send it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you please tell me your name?
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] My last initial is [PII], and my name and today's date will be the reference number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yeah, the next policy number will be
[CUSTOMER][NEUTRAL] 253-626-7.
[CUSTOMER][NEUTRAL] That I
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, go to the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the patient's name, first name is [PII] and the last name is [PII] and the date of birth will be [PII].
[AGENT][NEUTRAL] OK. And do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, yeah, I do have the claim number and I'm so and uh for this claim also, uh, we, you need to fax me the copy of you. I will provide you with the claim number. The claim number is
[CUSTOMER][NEUTRAL] Just a moment. Uh, yeah. The claim number is 3532836.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, yes, we received this claim on [PII]. It processed on [PII]. It paid out for $75 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] In one moment, I'll fax the you'll be.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] And the check number and and it's a single check and the check number is 2015194. Am I right?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, before you fax the EOB, uh, uh, have you, have you faxed the OB?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I haven't faxed it yet.
[CUSTOMER][NEUTRAL] OK, uh, so could you please fax the E at the end of the call, uh.
[AGENT][NEUTRAL] At the end of the call, why?
[CUSTOMER][NEUTRAL] Can you do that?
[AGENT][NEUTRAL] Why
[CUSTOMER][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] So we need to, OK, now you can fax CB. OK, you can fax it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I need to also attention this one to the patient account number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I don't believe that.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's nice uh party is the primary.
[AGENT][NEUTRAL] OK, [PII]. I'm ready for the last claim.
[CUSTOMER][NEUTRAL] probably
[CUSTOMER][NEUTRAL] Yeah, just a moment. And how much time will receive the, uh, within 10 minutes?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, and actually, I just got the confirmation, so you've already received the last one.
[CUSTOMER][NEUTRAL] uh.
[AGENT][NEUTRAL] The first one I sent.
[CUSTOMER][NEUTRAL] OK, so shall we move to the next claim just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so the next policy number will be 02506199.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII] and the date of birth will be [PII].
[AGENT][NEUTRAL] And the claim number?
[CUSTOMER][NEUTRAL] Uh, no, I don't have the claim number.
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges for this claim?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount will be $225.02.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. We received this claim on [PII] and it's in line to be processed. So it has not processed yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What is the claim number?
[AGENT][NEUTRAL] It's in line to be processed. It won't be assigned a claim number until we um start working on it.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, so you don't have the claim number.
[AGENT][NEUTRAL] That's correct. But I do show that we have received the claim.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. So, and it's not processed yet. It is going to be processed.
[AGENT][NEUTRAL] Right. It'll probably be processed today. Yes, sir.
[CUSTOMER][NEUTRAL] OK, so what will be the normal claim processing time?
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] And is there any delay in claim processing?
[AGENT][NEUTRAL] No, there isn't.
[CUSTOMER][NEUTRAL] And what will be the turnaround time?
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you require any additional information from the patient or the provider?
[AGENT][NEUTRAL] Please repeat the question.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] They record any additional information from the patient to the provider.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Not sure. We haven't started processing the claim yet. We only have the image on file. We haven't looked at the claim yet, so we don't, we don't have that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what, uh, so the call reference number will be your name and date. So thank you for your assistance, having.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Sure.