AccountId: 011433970860
ContactId: 28bc69c9-cfa2-46df-b12d-865eeb61fcb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174339 ms
Total Talk Time (AGENT): 70598 ms
Total Talk Time (CUSTOMER): 54896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/28bc69c9-cfa2-46df-b12d-865eeb61fcb2_20250612T20:42_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and that's [PII] and I'm calling from North Mississippi Medical Center's provider's office. I was calling today to see if you guys have a claim on file for a patient?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we can definitely check for a claim. Do you have their policy number?
[CUSTOMER][NEUTRAL] Um, yes ma'am, 02440267.
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII], and that's a direct line.
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What do we have for data service?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, and then build them out.
[CUSTOMER][NEUTRAL] $43.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do we by chance have a different amount after primary paid?
[CUSTOMER][NEUTRAL] Yes, ma'am. $17.52.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like we did receive the claim [PII]. Claim was processed on [PII]. Uh, the amount was applied towards the $1000 deductible, it looks like, so the amount we got over was $1752.
[CUSTOMER][NEUTRAL] OK, so it applied to the patient's deductible.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, can I get a um claim number?
[AGENT][NEUTRAL] Absolutely, that's gonna be 358.
[AGENT][NEUTRAL] 1948.
[CUSTOMER][POSITIVE] OK, thank you so much and a call reference number.
[AGENT][NEUTRAL] OK, call references my name with today's date. My name again is [PII], that's [PII] initials my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you again.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.