AccountId: 011433970860
ContactId: 011a4854-96d9-4bb9-8711-a657b5f4c68d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434420 ms
Total Talk Time (AGENT): 86738 ms
Total Talk Time (CUSTOMER): 98688 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/011a4854-96d9-4bb9-8711-a657b5f4c68d_20250218T19:13_UTC.wav
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[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is To[PII]How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is Jo[PII]I'm calling for
[AGENT][NEUTRAL] Hello, this is To[PII]ith APL.
[CUSTOMER][NEUTRAL] you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, my name is Jo[PII]nd I'm looking for claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your callback number?
[CUSTOMER][NEUTRAL] It is 62[PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the?
[AGENT][NEUTRAL] Uh, name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] Patient first name is Da[PII]nd last name is An[PII]Date of birth is
[CUSTOMER][NEUTRAL] Ja[PII]Patient.
[CUSTOMER][NEUTRAL] And what else information you have asked?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Policy number is 02173249.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what is the service?
[CUSTOMER][NEUTRAL] The data service is.
[CUSTOMER][NEUTRAL] Ap[PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] Charge amount is $16,223.35.
[AGENT][NEUTRAL] OK, and then what is the charges after primary insurance paid their part?
[CUSTOMER][NEUTRAL] After that, um, just a moment.
[CUSTOMER][NEUTRAL] $854.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from, Joe?
[CUSTOMER][NEUTRAL] Memorial Regional Medical Center.
[AGENT][NEUTRAL] OK, put you on a brief hold while I look up this claim for you and I will be right back.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you Jo[PII]or holding for me, so looking on data service.
[AGENT][NEUTRAL] Ap[PII]I do not find a claim on file for the amount that you have given me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Could you please uh check if patient is uh active on of service or not?
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] Yes, the effective date of the policy is Ap[PII]and the policy is still active.
[CUSTOMER][NEUTRAL] Right. Um, may I know, uh, the time limit to build the claim?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So could you please tell me um where we can rebuild the claim? I mean, on mailing address?
[AGENT][NEUTRAL] Yes, it's PO[PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 95[PII].
[AGENT][NEUTRAL] That's in Ok[PII].
[AGENT][NEUTRAL] And the zip code is 73[PII].
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] And 73[PII].
[AGENT][NEUTRAL] 73[PII].
[CUSTOMER][NEUTRAL] 73[PII].
[AGENT][NEUTRAL] 73[PII].
[CUSTOMER][NEUTRAL] Uh, I'm sorry. Could you please repeat the ZIP code?
[AGENT][NEUTRAL] 73[PII]
[CUSTOMER][NEUTRAL] [PII]lright.
[CUSTOMER][POSITIVE] Thank you very much. Mhm. May I have your name, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] My name is To[PII].
[CUSTOMER][NEUTRAL] [PII]nd call reference number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] All right. Thank you very much, To[PII]Have a nice day.
[AGENT][POSITIVE] You too. Thank you, Jo[PII]You have a great day too.