AccountId: 011433970860
ContactId: 25bc3124-b899-4d25-9792-e2ced6f0e09d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291220 ms
Total Talk Time (AGENT): 88122 ms
Total Talk Time (CUSTOMER): 162887 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/25bc3124-b899-4d25-9792-e2ced6f0e09d_20250612T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII]. I'm calling from Timidox Regional Health System. How are you?
[AGENT][POSITIVE] I'm great, [PII]. How are you?
[CUSTOMER][NEUTRAL] Good, I'm good I'm good thank you happy you're well. I am just calling because I have one specific patient here, but I have two claims, but it's the same person, and I'm just trying to see if you guys have gotten the claims or haven't. My system is kind of blank after it shows that it's been sent, so I'm not entirely sure, so I'm just following up on that basically.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Thank you. Yes, let me give you that. Sorry, let me just put back to my screen. Um, OK, so it's gonna be under, uh, the policy number I have here is 021-803-08.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course, it's a direct line, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII] and last name is going to be [PII] and that's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Uh yes, so the one I have here is a 5:13 of $24 just for that day, and the billed amount should be $2,208 208 dollars 92 cents.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm showing a claim here, but the bill amount is different.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] What are the CPT codes on that?
[CUSTOMER][NEUTRAL] Because my other one I have is different. Yes, um, give me 2 seconds, my dear, let me just slip that.
[CUSTOMER][NEUTRAL] Do that. Sorry, I just have to go on my claim image here.
[CUSTOMER][NEUTRAL] Um, OK, so from the top, the top 1 8005586703.
[CUSTOMER][NEUTRAL] 80074.
[AGENT][NEUTRAL] OK. Is that a facility bill?
[CUSTOMER][NEUTRAL] Anything like that?
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Well, the reason, what was that?
[AGENT][NEUTRAL] Was it built for a facility or physician's billing?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, it's under the hospital, yeah.
[AGENT][NEUTRAL] OK, so that one.
[CUSTOMER][NEUTRAL] Not the, not the, the doctor itself.
[AGENT][NEUTRAL] OK, cause I don't show we received that one.
[CUSTOMER][NEUTRAL] Nope. OK. And the other one, let me give you that one. Sorry, let me just, I just gotta close out of this one and go back in. That's what I kinda figured just because my system is blank, but just wanted to be sure. Um, OK, so this one, obviously the same person, but this one is [PII] just that day, and that bill amount is 218.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for future reference you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And for 78 of 24 for that, there is no claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, OK, that's what I kinda figured here.
[AGENT][NEUTRAL] Would you like to fax one?
[CUSTOMER][NEUTRAL] Um, well, that's what I was wondering, what I was wondering here, what's the easiest way because my system, I think it, it, it wasn't me, it's in it's very vague. I think it might have been sent electronically, but that was my next question. What is the easiest and fastest way to get these to you guys?
[AGENT][NEUTRAL] You can fax them over to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] OK, the claims. OK, perfect. All right, I will put that there and [PII], do you have a call reference if that's OK?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. So, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that was all [PII]. I appreciate it. You take care. Have a great rest of your day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life here. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you too. Bye.
[AGENT][NEUTRAL] Bye-bye.