AccountId: 011433970860
ContactId: 0eee564c-17fd-4832-8547-e75e2d51d004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216839 ms
Total Talk Time (AGENT): 80880 ms
Total Talk Time (CUSTOMER): 104331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/0eee564c-17fd-4832-8547-e75e2d51d004_20250516T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I'm calling from McCloud Regional Medical Center. What did you say your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII] OK, yes ma'am, and I'm calling to check to see um the status of a claim that we have here on file.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] For patient.
[CUSTOMER][NEUTRAL] It is 02521727.
[AGENT][POSITIVE] Thank you, ma'am, and give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am. [PII] direct line.
[AGENT][NEUTRAL] Thank you and the uh patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The date of service is [PII]. Total charge is $2,777.
[AGENT][NEUTRAL] OK. And do you have the balance after Primary has processed the claim?
[CUSTOMER][NEUTRAL] $430.42.
[AGENT][NEUTRAL] 3042. OK. And you said of this year, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show we received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Ok, let's see what they sent one out.
[CUSTOMER][NEUTRAL] And I can look at the um UVO4 here da da da.
[CUSTOMER][NEUTRAL] It has
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Uh, that is correct. Yes, ma'am.
[AGENT][NEUTRAL] And if you like, I can give you our fax number if you'd like to fax the claim.
[CUSTOMER][NEUTRAL] OK. So would you like
[CUSTOMER][NEUTRAL] OK, I can fax it over to the UBO4 it will that work?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And the primary EOB, yes, ma'am.
[CUSTOMER][NEUTRAL] The primary be let's see when they got something else on here yes ma'am, I can mail that I can fax that over to you.
[AGENT][NEUTRAL] OK, uh, let me know and I'll give you a fax number.
[CUSTOMER][POSITIVE] OK, I'm I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And attention
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEUTRAL] Claims department, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, [PII], I'll get that uh mail I'll fax over to you the um EOB for the primary and the UBO44.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The API APL.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right, will do. All right, and do you have a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And that's [PII] and initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, alright, I appreciate you so much.
[AGENT][POSITIVE] Alright, you're welcome. You too. Thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] And you have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.