AccountId: 011433970860
ContactId: 30391f92-e2c3-46c6-b8e7-4a4ba2a3c450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335920 ms
Total Talk Time (AGENT): 94739 ms
Total Talk Time (CUSTOMER): 104972 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/30391f92-e2c3-46c6-b8e7-4a4ba2a3c450_20250310T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, sir. I'm trying to get claim status for you.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number in the facility you're calling from?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. That's spelled [PII] My last initial is [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], and what is the name of the facility that you're calling from, please?
[CUSTOMER][NEUTRAL] It's a Longview ER operations.
[AGENT][NEUTRAL] OK, thank you so much. And then what is the name of the patient and their date of birth and policy number?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII]. Um, his date of birth is [PII], and the policy number, give me just one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] We have it as 02283628.
[AGENT][NEUTRAL] Thank you and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's gonna be [PII] for $7,539.43.
[AGENT][NEUTRAL] OK, thank you. And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] We don't have any other insurance, primary.
[AGENT][NEUTRAL] Oh, OK. I do see they're, they're on a hospital indemnity plan. You're correct. OK, I'm going to put you on a brief hold while I pull up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. So looking on data service of [PII] for the amount of $7,539.43 for [PII], I am not finding a claim on file with that dollar amount.
[CUSTOMER][NEUTRAL] OK, let me just confirm the claims information like the address and everything that we have with you if you have a moment.
[AGENT][POSITIVE] Yes ma'am, yes I do thank you.
[CUSTOMER][NEUTRAL] OK, OK, it is, we have a [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, and there's an electronic payer number 60801, is that also correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me ask [PII], is there a fax number that we can send it to?
[AGENT][NEUTRAL] Yes, you can send it to, are you ready to take it?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, let me repeat that back just to make sure I have it correctly. I have [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Awesome, is there a call reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] And let me ask, is [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you so much and you have a good day.
[AGENT][POSITIVE] You're welcome. You too. You have a blessed one, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Yes, ma'am. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] OK.