AccountId: 011433970860
ContactId: 034607ff-0cea-41d2-9e8d-0364e9939106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283779 ms
Total Talk Time (AGENT): 97897 ms
Total Talk Time (CUSTOMER): 111464 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/034607ff-0cea-41d2-9e8d-0364e9939106_20250131T14:16_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Jackson Memorial Hospital to check on the flight status. Uh, could you please help?
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Sure. My callback number is [PII] and it's a direct line. Uh, so your name, can you provide your name, please?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is 1139251.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is uh one moment please.
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with that claim status. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Uh, uh, I do have the claim. Sorry, I don't have the claim number. Can I provide the data service?
[AGENT][NEUTRAL] Yes, sir, please.
[CUSTOMER][NEUTRAL] It's 28-2024.
[CUSTOMER][NEUTRAL] And the total bill amount is $11,938.93.
[AGENT][NEUTRAL] Can you repeat that total bill amount, please?
[CUSTOMER][NEUTRAL] Sure, the total bill amount is $11,938.95.
[AGENT][NEUTRAL] I do not have a facility claim on file for [PII] for Elsapa.
[CUSTOMER][NEUTRAL] OK, no issue, sir. Uh, can I get the effective and termination date to the client?
[AGENT][NEUTRAL] Sure. The effective date is [PII].
[AGENT][NEUTRAL] And the policy is active.
[CUSTOMER][NEUTRAL] Uh, can you provide one more time the effective date?
[AGENT][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's still active, right.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And can I get the payer ID?
[AGENT][NEUTRAL] And your ID is 60801.
[CUSTOMER][NEUTRAL] And uh can I get the timely filing limit to submit a plan?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh can you please verify one more time if the claim get rejected?
[AGENT][NEUTRAL] Uh, we do not have that claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the facility.
[CUSTOMER][POSITIVE] OK, thank you so much uh and uh and the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You can also fax the claim directly to our claims department.
[CUSTOMER][POSITIVE] OK. And uh that's all for this claim. Thank you so much, [PII], for assisting on the claim to you for you. And can I get the call reference number?
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] Mhm. The call reference number would be my name and today's date. I spell my name [PII] First initial of my last name is [PII], and it was a pleasure to help you with that claim status. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No worries, sir. That's all for today.
[AGENT][POSITIVE] And thank thank you for calling APL. You have a wonderful day and a happy weekend.
[CUSTOMER][NEUTRAL] See if we can
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.