AccountId: 011433970860
ContactId: 132cacda-303d-4cb3-8eed-71c38cc19cbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207589 ms
Total Talk Time (AGENT): 106201 ms
Total Talk Time (CUSTOMER): 56911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/132cacda-303d-4cb3-8eed-71c38cc19cbb_20250128T13:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII], and I'm calling from West Cado Baptist Hospital regarding a claim.
[AGENT][NEUTRAL] I can help you with that. I'm sorry, did you say your name was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] 020.
[CUSTOMER][NEUTRAL] 741
[CUSTOMER][NEUTRAL] 23 M like Mary, L like Larry, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Alright, and I can help you with claim information. Are you needing claim status or do you have a claim number?
[CUSTOMER][NEUTRAL] Um, I do not have a claim number. Um, the claim was submitted [PII]. I wanna confirm receipt, and if it's, if it was paid, you can give me that information.
[AGENT][NEUTRAL] OK, so bear with me just one moment. This policy policy for [PII] actually turned on 8-123. Let me see.
[AGENT][NEUTRAL] So for that data service, it would be under another policy number and I can give you her active policy information.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] As of 8123 her active policy number.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] 236.
[AGENT][NEUTRAL] 3953
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check under this policy.
[AGENT][NEUTRAL] You said that was January. What was the date of service? I apologize.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the bill amount?
[CUSTOMER][NEUTRAL] 2024.
[CUSTOMER][NEUTRAL] The bill amount, $2,738 even.
[AGENT][NEUTRAL] And what is the facility name please ma'am?
[CUSTOMER][NEUTRAL] West Kendall Baptist Hospital.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So it looks like we actually received that claim twice.
[AGENT][NEUTRAL] The original claim we received on [PII], processed and paid on [PII].
[AGENT][NEUTRAL] With the payment of 1000.
[AGENT][NEUTRAL] $334.18.
[CUSTOMER][NEUTRAL] OK, do you have exact number?
[AGENT][NEUTRAL] Check number 202-2188.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much for that information, [PII]. Is there a reference number for our call?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII], did you need that claim number?
[CUSTOMER][POSITIVE] Yes, that would be great. Go ahead.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][POSITIVE] 9959 and it's been a pleasure to help you with that claim status, [PII]. I hope you have a lovely day and thank you for calling APL. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.