AccountId: 011433970860
ContactId: 2b305fa2-8ee1-48dc-9cdf-8316b277c5aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422760 ms
Total Talk Time (AGENT): 109705 ms
Total Talk Time (CUSTOMER): 139598 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2b305fa2-8ee1-48dc-9cdf-8316b277c5aa_20250305T16:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Wellsa Hospital to check on our current status.
[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, it is [PII]. And this is a direct extension, and I'm really very sorry I didn't get your name. Could you please repeat that for me?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][POSITIVE] Sure. Thank you, [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So, the patient's name is uh [PII] and the date of birth is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the patient's policy number, please?
[CUSTOMER][NEUTRAL] It is 02341380.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is the data service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Of the claim
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Thank you and then what is the charge amount?
[CUSTOMER][NEUTRAL] Which is for $2,564 even.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yes, which is
[CUSTOMER][NEGATIVE] The primary has paid the, no, sorry, the primary has not paid anything. They have just processed the claim towards uh patient responsibility uh for the charge amount of $2,207.65 as deductible.
[AGENT][NEUTRAL] OK, thank you and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Whilst I'm at Fulton Hospital.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'll put you on a brief hold while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are on
[AGENT][NEUTRAL] Thank you for holding for me, Miss. [PII]. So looking for date of service of [PII] for [PII], I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You don't have the claim on file?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. Could I just draw your mailing address to see submit the claim.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry, you needed what to submit the claim, please?
[CUSTOMER][NEUTRAL] Since you don't have the claim on file, uh, we are going to refund the claim. Could you please verify the mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, but the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Let me talk about this. [PII]. Do you have any pay ID?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um, sorry, it's 08.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] May I know the time following limit?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] You don't have it on the phone?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you. And the patients eligibility?
[AGENT][NEUTRAL] I'm sorry, um, the patient's eligibility, is that what you asked?
[CUSTOMER][NEUTRAL] Yes, may I know the patient's effective date and termination date?
[AGENT][NEUTRAL] Yes, the effective date of the policy is [PII], and the policy is still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't get that. Uh, can I have the effective date once again?
[AGENT][NEUTRAL] [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] So the patient is active for the data service. OK, can I have a call reference number to wind up the call?
[CUSTOMER][NEUTRAL] That's all for the day.
[AGENT][POSITIVE] Yes, you can use
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for that kind of assistance. Take care. Bye-bye.
[AGENT][POSITIVE] You too, [PII], you have a good day. Thanks for calling APL. Bye bye ma'am.
[CUSTOMER][NEUTRAL] Bye.