AccountId: 011433970860
ContactId: 1b91d4b1-0b4f-4245-92af-f0d6a7320d7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527840 ms
Total Talk Time (AGENT): 104228 ms
Total Talk Time (CUSTOMER): 106385 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/1b91d4b1-0b4f-4245-92af-f0d6a7320d7d_20250220T18:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on a medical claim status.
[AGENT][NEUTRAL] OK, I, I can help you with claim status. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Sure. It is [PII]. It's a direct line?
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 019. I'm sorry, just one moment.
[CUSTOMER][NEUTRAL] Policy number is 0226307H.
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] And may I get the spelling of your name, please? Sorry I missed out.
[AGENT][NEUTRAL] Yes, um, the spelling of my name is [PII]
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No problem. OK, and what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $2320 even.
[AGENT][NEUTRAL] OK, and then what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $302.41.
[AGENT][NEUTRAL] Thank you and then one last question, what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Patsy Florida Palms West Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold [PII] while I look up that claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK thank you for holding for me [PII].
[AGENT][NEUTRAL] I have found the claim.
[AGENT][NEUTRAL] The claim number is 356-452-6.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] The claim was paid.
[CUSTOMER][NEUTRAL] 356-452-68.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know when it is received and processed?
[AGENT][NEUTRAL] And the claim
[AGENT][NEUTRAL] OK, so I'll get that to you in just a second. Let me give you the check number. The claim was paid.
[AGENT][NEUTRAL] With check number 202.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8194.
[AGENT][NEUTRAL] In the amount of $302.41.
[AGENT][NEUTRAL] The issue date was [PII] and the check is still outstanding.
[AGENT][NEUTRAL] And the received date of the claim is
[AGENT][NEUTRAL] [PII] and was processed on [PII].
[CUSTOMER][NEUTRAL] Both the rates are same rate.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it, and it was paid through a single check, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you please verify me the paper address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mhm OK just one moment.
[CUSTOMER][NEUTRAL] May I get the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day. Take care. Bye for now.
[AGENT][POSITIVE] You too [PII]. You too, thanks for calling APL. You have a good day also bye bye.
[CUSTOMER][NEUTRAL] Mhm. You do this.