AccountId: 011433970860
ContactId: f0f609b9-2e98-4801-8016-f073f4ed449c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625630 ms
Total Talk Time (AGENT): 214932 ms
Total Talk Time (CUSTOMER): 152000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f0f609b9-2e98-4801-8016-f073f4ed449c_20250331T20:52_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider service regarding claim status.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number would be [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is gonna be 02487866.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the last name is [PII], and the date of birth is gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And it would be my pleasure to assist you with that claim status. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have the data service.
[AGENT][NEUTRAL] OK, and that data services.
[CUSTOMER][NEUTRAL] Yeah, the date of service is gonna be [PII].
[CUSTOMER][NEUTRAL] With the the charges of $359.66.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], what is the patient, uh, the facility name?
[CUSTOMER][NEUTRAL] Yeah, that would be, one moment.
[CUSTOMER][NEUTRAL] Yeah, that's Camden Medical Supply Incorporate.
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] Yeah, that's uh $359.66.
[AGENT][NEUTRAL] And do you have the billing provider name?
[CUSTOMER][NEUTRAL] No, I don't have that one.
[AGENT][NEUTRAL] Alright, bear with me just one second. Let me check something.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have a different billing provider name. I'm gonna pull the claim up, so bear with me just one second.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm getting it to come up, bear with me just a second.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][NEUTRAL] Do you have those procedure codes that were listed on that claim?
[CUSTOMER][NEUTRAL] Yeah, I do have the procedure codes which are 87,030.
[CUSTOMER][NEUTRAL] And new cakes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 870.
[CUSTOMER][NEUTRAL] And 87038, which is also in KX.
[AGENT][NEUTRAL] OK, yeah, so Camden Medical Supply was the facility name and the Rotech Healthcare Incorporated is the billing provider name, so this is the correct claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just needed to verify that.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm checking, bear with me.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] OK, we received the claim on [PII] and was processed on [PII].
[AGENT][NEUTRAL] And it is pending for eligibility and once we receive that eligibility information back for that data service, we'll continue processing the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I do have another date of service.
[AGENT][NEUTRAL] Or would you like that claim number first?
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][NEUTRAL] That claim number, [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 355.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 94 I'm sorry 35541557.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEUTRAL] My pleasure and you said you had another data service is it for the same patient?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and what is that next data service?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Chicken.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is it for the same facility?
[CUSTOMER][NEUTRAL] Yeah, it's for the same facility.
[AGENT][POSITIVE] All right, perfect, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that claim we also received on [PII]. It was processed and paid on [PII] with a benefit amount of $80.37 to Rotech Health Care Incorporated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I can provide that claim number if needed.
[CUSTOMER][NEUTRAL] Yeah, I do have the last date of service.
[AGENT][NEUTRAL] You want the OK, the claim number for data service 930-2024 is 355.
[CUSTOMER][POSITIVE] Yeah, yeah. Thank you, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 4915.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I'm ready for that next day of service.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[CUSTOMER][NEUTRAL] Yeah, that's um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that build them out?
[CUSTOMER][NEUTRAL] Yeah, one moment. And the bill amount is gonna be $481.97.
[AGENT][NEUTRAL] Check in.
[AGENT][NEUTRAL] And it's still the same.
[AGENT][NEUTRAL] Rote
[AGENT][NEUTRAL] Or is it a different provider?
[CUSTOMER][NEUTRAL] Yeah, that's same.
[CUSTOMER][NEUTRAL] Yeah, that's the same Rote.
[AGENT][NEUTRAL] OK, and you said total bill amount again was 41.97?
[CUSTOMER][NEUTRAL] No, one moment. I got to change that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yeah, $481.97.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I've got to check this one because the billing provider has a different name, so bear with me just one moment.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] But before checking that, uh, I think the claim has been already worked here.
[CUSTOMER][NEUTRAL] Your color.
[AGENT][NEUTRAL] Hang on just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the data service [PII]-2024.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] [PII], this one I am going to need to send back to the examiner.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To reprocess to the correct provider.
[AGENT][NEUTRAL] Um, what did the provider have a different name?
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Because it looks like it went to the same address.
[CUSTOMER][NEUTRAL] No, it's, it's also called a rotech.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it went to the same address.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Benefit amount was 151.26, and it looks like the check cleared.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that's OK. That's not a problem. I think the claim has been already worked. Thank you for the information that you gave me for the last two claims.
[AGENT][POSITIVE] It's been my pleasure. Anything else I can help you with?
[CUSTOMER][NEUTRAL] I think uh that's it for today. Yeah.
[AGENT][POSITIVE] Well, thank you for
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much. Can you please provide the call reference with your name?
[AGENT][NEUTRAL] Sure, the call reference number is my name and today's date.
[AGENT][NEUTRAL] I spell my name [PII]
[CUSTOMER][NEUTRAL] Yeah, can you please, yeah.
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim status. Thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, have a wonderful day. Take care. Bye-bye.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, yeah.