AccountId: 011433970860
ContactId: f0cbd657-7032-484a-bb4f-a0f8ba319584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489829 ms
Total Talk Time (AGENT): 141363 ms
Total Talk Time (CUSTOMER): 142572 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f0cbd657-7032-484a-bb4f-a0f8ba319584_20250519T19:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and looking on a claim status. Can you help me?
[AGENT][NEUTRAL] I can help you with that. Can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]. Last name, [PII].
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And how did you pronounce it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02419432 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yes, the patient's name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] For $410 even.
[AGENT][NEUTRAL] 4 1620 25 for $410.
[CUSTOMER][NEUTRAL] Yes, 4 1620 25 for 4 $10 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is one of the procedure codes that was on that bill?
[CUSTOMER][NEUTRAL] Uh yes. Uh, it's 992-03.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] We did get that claim in and.
[AGENT][NEGATIVE] For the code 17,110 we paid $68.64. Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So it's a patient responsibility?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So it's a patient responsible. May I know the policy name?
[AGENT][NEUTRAL] Midlink
[CUSTOMER][NEUTRAL] And may I know the received and processed date?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It was received 5 1425.
[AGENT][NEUTRAL] And it was processed 5:16.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5160.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the payment information?
[AGENT][NEUTRAL] OK, the claim number is 3602581.
[AGENT][NEUTRAL] Check number 2044924.
[AGENT][NEUTRAL] And it was for $68.64.
[CUSTOMER][NEUTRAL] So it's a single check?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's a paper check, am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the check number is 2044924.
[AGENT][NEUTRAL] Hold on just a moment, let me check again.
[AGENT][NEUTRAL] 2044924
[CUSTOMER][NEUTRAL] OK. 2044924.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, and the claim number is 3702581.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] 360.
[AGENT][NEUTRAL] 2581.
[CUSTOMER][NEUTRAL] OK. So it's 3602581.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And may I know the check issue date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the B2 address?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the city has been
[CUSTOMER][NEUTRAL] Cashed
[AGENT][NEGATIVE] It has not been cashed. It hasn't had time to been cashed. It was just issued on [PII], 3 days ago.
[CUSTOMER][NEUTRAL] OK, so at least we need around [PII].
[CUSTOMER][NEUTRAL] OK. And can you fax me the EOB?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] Fax number 833500-1068.
[AGENT][NEUTRAL] OK, I'll fax it to you.
[CUSTOMER][NEUTRAL] No, when I will get it.
[AGENT][NEUTRAL] In about 5 to 10 minutes.
[CUSTOMER][NEUTRAL] OK. Thank you. Can you spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name first initial?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. And the call reference number for this call?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. And uh thank you so much for the information you provided me on this call.
[AGENT][POSITIVE] Thank you, [PII] for calling.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[CUSTOMER][POSITIVE] You too as well. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.