AccountId: 011433970860
ContactId: 3a0d4fe2-c352-407f-8ae4-6b9df46c381c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244779 ms
Total Talk Time (AGENT): 71036 ms
Total Talk Time (CUSTOMER): 70720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3a0d4fe2-c352-407f-8ae4-6b9df46c381c_20250210T17:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm needing to get claim status on a claim.
[AGENT][NEUTRAL] OK. Well, I can verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. It's 01897865.
[AGENT][NEUTRAL] OK. And uh let's see, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII].
[CUSTOMER][NEUTRAL] And total charge is $405.
[CUSTOMER][NEUTRAL] And I see you guys are showing as secondary on his account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] Uh, what was the balance after primary?
[CUSTOMER][NEUTRAL] $83.56.
[AGENT][NEUTRAL] OK, let's see, and you're calling from?
[CUSTOMER][NEUTRAL] Uh, mercy Hospital, Saint Louis.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEGATIVE] Of course it won't show me. Give me a second.
[AGENT][NEUTRAL] OK, I see a claim for Mercy Lab, Saint Louis. Is that the same?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, that, that probably is correct because I think this is a lab.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I show that claim processed on [PII] and a check was mailed in the amount of 8356.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right and um do you happen to have like a check number or anything?
[AGENT][NEUTRAL] Uh yes, ma'am. The check number is 202.
[AGENT][NEUTRAL] 5002.
[CUSTOMER][POSITIVE] Awesome and do you give out call reference numbers at all?
[AGENT][NEUTRAL] Uh, no, ma'am, we don't, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Awesome. I got your name and I got the date. Thank you so much.
[AGENT][POSITIVE] Yeah. You're welcome. Thank you for calling APO Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.