AccountId: 011433970860
ContactId: 220f936c-7ec0-40f8-bbca-664f243b2eae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282679 ms
Total Talk Time (AGENT): 83661 ms
Total Talk Time (CUSTOMER): 95957 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/220f936c-7ec0-40f8-bbca-664f243b2eae_20250620T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from
[CUSTOMER][NEUTRAL] Napas Community Hospital regarding claim status.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on a claim. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02300709. M as in Mike, L as in Lima, number 7.
[AGENT][POSITIVE] Thank you. And do you have a good callback number, please?
[CUSTOMER][NEUTRAL] Sure. [PII] and it is a direct line.
[AGENT][NEUTRAL] Thank you. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Do you service.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] What's the bill amount?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] $2100 even.
[AGENT][NEUTRAL] 2100.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Do you have a different amount uh due after primary paid?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This is the amount that I provided you, uh.
[CUSTOMER][NEUTRAL] I'm not sure, but uh I'll let you know.
[CUSTOMER][NEUTRAL] Actually, I'm only showing the amount, $2100 but uh you might can also can see the amount $1060.69. Do you have any?
[AGENT][NEUTRAL] OK, yeah, I have one for that. One moment.
[CUSTOMER][NEUTRAL] Uh, actually, I have the claim number also. So if you want, I can provide you.
[AGENT][NEUTRAL] Ends in 2022.
[CUSTOMER][NEUTRAL] No, the claim number is 3605626.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so that was the original claim. It looks like that was submitted. That check was voided and there was a new check issued with a new claim number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Hold on.
[CUSTOMER][NEUTRAL] Then provide me the new uh weight.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Providing the new claim number.
[AGENT][NEUTRAL] 361.
[AGENT][NEUTRAL] 2022.
[CUSTOMER][NEUTRAL] OK. Proceed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How much you paid?
[AGENT][NEUTRAL] Single check in the amount of $911.30.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any patient responsibility?
[AGENT][NEUTRAL] We're not able to advise on responsibility, that's up to the facility or provider.
[CUSTOMER][NEUTRAL] OK. Can I have the ticket number?
[AGENT][NEUTRAL] 2049508.
[CUSTOMER][NEUTRAL] All right. Can, can you just fax me the copy of COB?
[AGENT][NEUTRAL] Yeah, what's a good fax number?
[CUSTOMER][NEUTRAL] OK. 513.
[CUSTOMER][NEUTRAL] 964
[CUSTOMER][NEUTRAL] 5686.
[AGENT][NEUTRAL] OK. Give it about 5 minutes.
[CUSTOMER][NEUTRAL] OK, can I have the call reference?
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.