AccountId: 011433970860
ContactId: 079a2ce7-6440-40e3-b54c-389c0a2228e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 585400 ms
Total Talk Time (AGENT): 115103 ms
Total Talk Time (CUSTOMER): 119048 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/079a2ce7-6440-40e3-b54c-389c0a2228e2_20250507T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, uh, this is [PII]. I'm calling from Elmhurst Memorial Hospital, and I was trying to get more information about a claim payment.
[AGENT][NEUTRAL] OK, I can help you with the claim payment, um, and your name was [PII]?
[CUSTOMER][NEUTRAL] OK, I can help you with the my payment, um, and your name?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what is your your um sorry, your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Um, this is for [PII]. Date of birth is [PII], and your policy number is 020.
[CUSTOMER][NEUTRAL] 45049 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] OK, thank you so much and let me look that up real quick.
[AGENT][NEUTRAL] OK, and then may I please have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the charge amount is $655 even.
[AGENT][NEUTRAL] OK. And then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, well, the those charges are $1,578 and after the primary paid,
[CUSTOMER][NEUTRAL] Uh, the remaining balance is $655 even.
[AGENT][NEUTRAL] OK, thank you, and then may I please get the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Elmhurst Memorial Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a quick hold while I look up this claim for us and I will be right back, Ms. [PII].
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I have the claim information for you.
[AGENT][NEUTRAL] The claim number is 354-8950.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4895.
[AGENT][NEUTRAL] The claim was paid $655.
[AGENT][NEUTRAL] With check number 2022005.
[AGENT][NEUTRAL] And it went to Elmhurst Memorial Hospital.
[CUSTOMER][NEUTRAL] And it
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hospital
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And we paid it on [PII] and the check is still outstanding.
[CUSTOMER][NEUTRAL] And we paid it on.
[CUSTOMER][NEUTRAL] Get the check to fill out
[CUSTOMER][NEUTRAL] OK, so in that case we still have not received the payment since the check it has not been cashed yet. Is it possible for it to be reissued?
[AGENT][NEUTRAL] Yes ma'am, I can um put in a request for it to be reissued.
[CUSTOMER][NEUTRAL] Yes ma'am, I can um put in a request for the reissued.
[AGENT][NEUTRAL] I'm gonna need to put you on a quick hold while I get that request sent in.
[CUSTOMER][NEUTRAL] I need to put
[CUSTOMER][NEUTRAL] I did that request. Sure.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I've got that request in now to void that check and reissue a new one for you.
[CUSTOMER][POSITIVE] Thank you so much for your help. And lastly, can I please have your name again and a reference number?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII].
[AGENT][NEUTRAL] And my last initial is A.
[AGENT][NEUTRAL] And you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you and I hope you have an amazing rest of your day.
[AGENT][POSITIVE] You too, thank you for calling APL. Is that everything I can help you with?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] All right, thank you for calling and have a great night. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye.