AccountId: 011433970860
ContactId: 344e2908-be11-46ff-98bd-1f3d65be01aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243449 ms
Total Talk Time (AGENT): 96599 ms
Total Talk Time (CUSTOMER): 71533 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/344e2908-be11-46ff-98bd-1f3d65be01aa_20250131T17:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from SSM DePaul Hospital to check the status of a medical claim.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] and that's correct.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] I have 02219652.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with that claim status. [PII], what is the date of service, please?
[CUSTOMER][NEUTRAL] It is for [PII] with a total charge of $13,000.40.
[AGENT][NEUTRAL] This is for the facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't see a facility claim process for [PII] Roads. Let me, we did just receive a claim. I'm gonna see if that's possibly your claim. Bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] See if I can get that document pulled up and I'd hate to for you to have to send it again if we already have it.
[AGENT][POSITIVE] Mm. It's coming up slowly but surely. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I am not showing that claim on file for the facility. I can give you a fax number if you want to submit it by fax.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'll be fine. Thank you. I'm ready.
[AGENT][NEUTRAL] And we will need, and we will need the primary EOB as well. Our claims fax number is 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And that comes straight to our claims department and was the original claim sent by mail? Do we need to verify that mailing address as well?
[CUSTOMER][NEUTRAL] Um, let me see how did they send it. Let me see.
[CUSTOMER][NEUTRAL] At the attachment and demand the claim.
[CUSTOMER][NEUTRAL] So it looks like they might have mailed it. I'm not sure. I can't tell, but let me verify that address and this is [PII].
[AGENT][NEUTRAL] That is
[AGENT][POSITIVE] Yeah, that is correct.
[CUSTOMER][NEUTRAL] OK, OK, I'll fax it over with the primary EOB. Thank you so much, [PII]. Do we have a reference number for our call?
[AGENT][POSITIVE] The reference number would be my name and today's date, and I spell my name [PII], it was a pleasure to assist you with the claim status. Thank you for calling APL. Hope you have a great afternoon and a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you and you also. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.