AccountId: 011433970860
ContactId: 2abace62-53e9-4ac9-a744-f5f80de003f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407589 ms
Total Talk Time (AGENT): 131468 ms
Total Talk Time (CUSTOMER): 96574 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/2abace62-53e9-4ac9-a744-f5f80de003f5_20250410T14:26_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] You say your name was [PII]?
[AGENT][NEUTRAL] So, [PII], correct, [PII].
[CUSTOMER][NEUTRAL] You spell it
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] from Holy Cross Hospital. I'm checking status on the client.
[AGENT][POSITIVE] All right, thank you, Miss [PII]. Um, yes, I can assist you with claims and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm. 02509854.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII] is the birthday.
[AGENT][NEUTRAL] Mm thank you and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] 176 $176,063.25.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like we have processed the claim several times. I'm just gonna go ahead and give you the original claim, OK? It looks like it's been processed 4 times.
[CUSTOMER][NEUTRAL] OK. When did you receive it?
[AGENT][NEUTRAL] Uh, the original one, bear with me just a second, let me pull the information.
[AGENT][NEUTRAL] OK, so the original claim was received on [PII], processed [PII], and we send a benefit amount of $1,107.84.
[CUSTOMER][NEUTRAL] Wait, you say, OK, after [PII] process, you said after then you said what?
[AGENT][NEUTRAL] We process and pay.
[CUSTOMER][NEUTRAL] Process and pay.
[CUSTOMER][NEUTRAL] Mhm. How much?
[AGENT][NEUTRAL] 11 $1,107.84.
[CUSTOMER][NEUTRAL] Let me see, did you receive it?
[CUSTOMER][NEUTRAL] No, we haven't received yet. um, uh, OK, what was the claim number?
[AGENT][NEUTRAL] OK. The claim number is
[AGENT][NEUTRAL] That's 352-621-8.
[CUSTOMER][NEUTRAL] 352-621-8
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Was it a tech issue?
[AGENT][POSITIVE] Yes, there was a check issue and it also cleared.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It was issued on what day?
[AGENT][NEUTRAL] [PII], which is the process date.
[CUSTOMER][POSITIVE] And it was clear
[AGENT][NEUTRAL] [PII], [PII]. Mhm.
[CUSTOMER][NEUTRAL] On what day?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I don't understand payment posting. Yeah, they don't never posted. Yeah. Um, you said something about it was processed again?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yeah, we received the claim 4 times. So, the last 3 times was processed as a duplicate, and then, uh, this is the original one.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, can I get, can I get a copy of that um.
[CUSTOMER][NEUTRAL] You'll be sent to me.
[AGENT][NEUTRAL] Um, yes, do you have a fax number where I can send it to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 9573431 attention payment posting.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Payment posting.
[AGENT][NEUTRAL] OK, bear with me just a minute, let me go ahead and send it before I let you go.
[CUSTOMER][NEUTRAL] Yeah, cause, um,
[CUSTOMER][NEUTRAL] It hasn't been posted yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need a reference for the call when you finished too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you're waiting on the system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I went ahead and send that over to you should be there in a few minutes um and we don't have reference numbers you can use my name in today's state.
[CUSTOMER][NEUTRAL] Alright, Miss [PII].
[AGENT][NEUTRAL] OK. You as well, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.