AccountId: 011433970860
ContactId: 40b5593d-3981-4435-ad21-bb5105c2bd5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199500 ms
Total Talk Time (AGENT): 63518 ms
Total Talk Time (CUSTOMER): 75835 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/40b5593d-3981-4435-ad21-bb5105c2bd5b_20250115T23:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I'm calling for the provider Betty's County Memorial Hospital. And please be informed this call will be recorded and monitored for quality and training purposes, and I'll call to check on a claim status.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on the claim today. What is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01835962.
[AGENT][POSITIVE] Alright, thank you for that let me pull this up here one moment.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the contact number is [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you so much. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth was on [PII].
[AGENT][POSITIVE] Thank you so much and then what is the date of service?
[CUSTOMER][NEUTRAL] And the date of service was on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it was built for $393.57.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry, um, actually it was billed for $435.85.
[AGENT][NEUTRAL] 435 85.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me take a look and see what we have on file.
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for 9-17-24.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] So may I have the clean mailing address?
[AGENT][NEUTRAL] Claim mailing address would be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And may I also have the time the filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] And could you please verify whether the patient is active for the detail service.
[AGENT][NEUTRAL] Uh, yes. Patient's effective date is [PII] still active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. So thank you very much and may your name and the call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that is spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you very much, uh, thank you for assistance and your patience and have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too. Bye-bye, [PII]