AccountId: 011433970860
ContactId: 3fad8aac-f865-470d-96d9-1c040d6af106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264470 ms
Total Talk Time (AGENT): 94122 ms
Total Talk Time (CUSTOMER): 78180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3fad8aac-f865-470d-96d9-1c040d6af106_20250107T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, so, good morning. My name is [PII]. I'm calling from the business office of Good Samaritan Medical Center. I'm checking the status of a claim that we had submitted.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be 02260508 M for Mama, L for Lima, the number 7.
[AGENT][POSITIVE] Mm. Thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you and um do you have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] The date of service was on hold on let me double check. The date of service was on [PII] and the bill amount is 134,000.
[CUSTOMER][NEUTRAL] Uh, $154,611.10.
[AGENT][NEUTRAL] OK. All right, thank you. Let me see if I can find this claim for you and for future, you can check claim status online through our website at [PII], and that's just optional.
[AGENT][NEUTRAL] Let's see. I can't see any claims that are processed. Let me see if I got anything pending.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me look at the pending claims. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We.
[AGENT][NEUTRAL] OK, so it looks like we received the information on [PII] on yesterday. So it is in line to be processed. It has not been processed yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, what would be the turnaround time for processing?
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][NEUTRAL] Or just standard turnaround that.
[AGENT][NEUTRAL] Mhm. 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK. And does it have a claim number already?
[AGENT][NEUTRAL] No. Mm mm. Not yet.
[CUSTOMER][NEUTRAL] Oh, OK, and can I have a call reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, appreciate that. I think that would be all for today. Thank you so much, [PII]. Have a good one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling ATO have a good day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.