AccountId: 011433970860
ContactId: 3340441b-92ea-40fc-879b-b44dd93128d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261269 ms
Total Talk Time (AGENT): 74351 ms
Total Talk Time (CUSTOMER): 81151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3340441b-92ea-40fc-879b-b44dd93128d5_20250121T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Broader office. I'm looking for status of claim.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is 02110365.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The surname is
[CUSTOMER][NEUTRAL] [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. And you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we can assist with that information. Do you have the date of service and the total charge?
[CUSTOMER][NEUTRAL] Um, date of services, and then patient is [PII].
[AGENT][NEUTRAL] [PII] is the year.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the total charge?
[CUSTOMER][NEUTRAL] $3,762.74.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is this the hospital charge or the professional fee?
[CUSTOMER][NEUTRAL] The hospital, sir.
[AGENT][NEUTRAL] And $3,762 is the total charge?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the doctor's name?
[AGENT][NEUTRAL] Or the name of the hospital?
[CUSTOMER][NEUTRAL] No, the doctor. Yes.
[CUSTOMER][NEUTRAL] So the name is uh Loveless Rosville Hospital.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Lovelace Roswell.
[CUSTOMER][NEUTRAL] Hospital.
[AGENT][NEUTRAL] OK, so I'm showing a different total charge for the hospital.
[CUSTOMER][NEUTRAL] How much amount?
[AGENT][NEUTRAL] Uh, it's on the claim that was submitted to us. Do you have a copy of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm not showing a claim for $3,762.74.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so, could you please, uh, confirm the, uh, uh, claim time if I limit?
[AGENT][NEUTRAL] There's no timely filing limit to submit the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] No one is spelling out your name and call reference number.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][NEUTRAL] And uh what is the payer ID? Please confirm.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. Mailing address?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 73
[AGENT][NEUTRAL] Uh huh, 124.
[CUSTOMER][POSITIVE] 124. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alrighty thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.