AccountId: 011433970860
ContactId: 324bcbd3-f62d-4993-a011-5d761e96dde1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527440 ms
Total Talk Time (AGENT): 119708 ms
Total Talk Time (CUSTOMER): 72327 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/324bcbd3-f62d-4993-a011-5d761e96dde1_20250314T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] OK Miss [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] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient is [PII]. Policy is 1451414.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK and then what is the date of service for the claim?
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] It's for $31.
[AGENT][NEUTRAL] OK, and what is the charge amount after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] Um, it is for 1551.
[AGENT][NEUTRAL] OK and then one last question, can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] I'm calling from Oakdale Community Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I look up this claim for you and I will be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me.
[AGENT][NEUTRAL] Miss [PII], I did find the claim, the claim number is 3541021.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was paid $14.67 with check number 2018328.
[AGENT][POSITIVE] And the check was cleared.
[AGENT][NEUTRAL] Let me let let you know that date.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, was that a, a single payment?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And what date was the check issued?
[AGENT][NEUTRAL] It was issued on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the phone was kind of breaking up in the beginning. Did you say the check number was 3541021?
[AGENT][NEUTRAL] No, ma'am, it's uh 201.
[AGENT][NEUTRAL] 8328.
[CUSTOMER][NEUTRAL] I'm sorry, one more time, 201.
[AGENT][NEUTRAL] Yes, 201832-8.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and how would I get a duplicate remit?
[AGENT][NEUTRAL] I can um email that to you. Can you please give me your, uh, I'm sorry, I can fax it to you actually can you give me your fax number?
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. All right. I'm gonna put you on a quick hold while I get that faxed over to you and I, I will be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Alright, well, you have a wonderful weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.