AccountId: 011433970860
ContactId: 080271b3-11a2-4009-b3d6-c6c11189d6fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263679 ms
Total Talk Time (AGENT): 68010 ms
Total Talk Time (CUSTOMER): 87173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/080271b3-11a2-4009-b3d6-c6c11189d6fa_20250103T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm, I'm calling from the provider office just to check on the claim status.
[AGENT][NEUTRAL] OK, I can help you with is spelling, the spelling of your name.
[CUSTOMER][NEUTRAL] Uh, it is [PII]
[CUSTOMER][NEUTRAL] Last name initial [PII].
[AGENT][NEUTRAL] And you said you're checking a claim status?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 01343212 M.
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm sorry, one more time?
[AGENT][NEUTRAL] Your callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], it's a direct line.
[AGENT][POSITIVE] Thank you, thank you, one moment.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] And you said you're checking for claim status correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And I'll need the date of service and total charge?
[CUSTOMER][NEUTRAL] [PII], um, total charge $13,458 even.
[AGENT][NEUTRAL] OK what's the name of the facility?
[CUSTOMER][NEUTRAL] Florida West Side Hospital.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Can you verify the address the claim was mailed to or the payer ID number?
[CUSTOMER][NEUTRAL] Alright, just allow me one second please.
[CUSTOMER][NEUTRAL] Alright, I got.
[CUSTOMER][NEUTRAL] As payer ID 99999.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] How much
[AGENT][NEUTRAL] That is the correct payer ID for APL.
[AGENT][NEUTRAL] And I just received a call from someone from this office for the status of the claim.
[CUSTOMER][NEUTRAL] Well, um, alright, can you please provide me the pay the correct payer ID one more time please.
[AGENT][NEUTRAL] 60801. Is there a Katie in your office?
[CUSTOMER][NEUTRAL] I'm sorry, one more time?
[AGENT][NEUTRAL] Is there a Katie in your office?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, [PII] just called on the claim status and I gave her the claim's mailing address and the payer ID number.
[CUSTOMER][NEUTRAL] 000 so she's already working on this claim.
[AGENT][NEUTRAL] Yeah, she's already called for the claim status and we provided the claims mailing address and the payer ID number.
[CUSTOMER][POSITIVE] Alright well thank you for the information.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Any other questions I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Well, that will be everything.
[CUSTOMER][POSITIVE] Um, no, that's everything for today. Um, thank you, um, have a great day.
[AGENT][POSITIVE] Oh, you're welcome thank you for calling APL. Have a good day.