AccountId: 011433970860
ContactId: 411a837b-d422-47b2-9af2-68c213081e62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425899 ms
Total Talk Time (AGENT): 126865 ms
Total Talk Time (CUSTOMER): 174341 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/411a837b-d422-47b2-9af2-68c213081e62_20250227T13:04_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Holy Cross Hospital. I'm checking status on the claim.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] Must be.
[AGENT][NEUTRAL] And what's the policy number, [PII], and a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number that I have is 02509802509854.
[AGENT][POSITIVE] Thank you and, and the phone number?
[CUSTOMER][NEUTRAL] To my office.
[AGENT][NEUTRAL] In case we're just disconnected, what's a good phone number to call you back?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] direct.
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, they, uh, birthday, I'm sorry, is [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII] and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, provide the date of service and total charge please.
[CUSTOMER][NEUTRAL] Data service that I have is.
[CUSTOMER][NEUTRAL] 814 24 to 829 24 for $176,0063.25. What did you say your name was?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll use my name and today's date as reference for today's call. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Alright, so I show the claim was received [PII].
[AGENT][NEUTRAL] Well this is a duplicate. Give me one second. We've received it before.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] The initial claim was received [PII], processed [PII].
[CUSTOMER][NEUTRAL] OK. Wait a minute. No, OK, you're going too fast. November.
[CUSTOMER][NEUTRAL] Force [PII] process, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] And I'm showing a payment of $1,107.84 was paid.
[CUSTOMER][NEUTRAL] OK, 1000, say it again.
[AGENT][NEUTRAL] 1107.84.
[CUSTOMER][NEUTRAL] And it was paid on what day?
[AGENT][NEUTRAL] The date that it was processed.
[CUSTOMER][NEUTRAL] On [PII], OK, because we haven't received that payment, that's why I'm calling. We're on the claim number what?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 352.
[AGENT][NEUTRAL] 621 8.
[AGENT][NEUTRAL] And what is the billing address?
[CUSTOMER][NEUTRAL] The billing address that we uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. That's the address the check was mailed to. I also showed that the check cleared [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I need to, OK, so, OK, I need to write all that down. So you said the, the, the check.
[CUSTOMER][NEUTRAL] Give me the check number first.
[AGENT][NEUTRAL] 2011.
[AGENT][NEUTRAL] 998.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And you said it was issued on what day?
[AGENT][NEUTRAL] The check cleared on [PII].
[CUSTOMER][NEUTRAL] What was it, OK, so was it an EFT check or the
[AGENT][NEUTRAL] Individual individual check.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And that check amount was $1,1841,107.84.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You can also check your status online uh didi at [PII] as well.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Is it possible to get
[AGENT][NEUTRAL] How do you spell your
[AGENT][NEUTRAL] How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it possible for us to get another EOB sent?
[AGENT][NEUTRAL] You can, I can assist you with downloading it, downloading it on the online service center since it was already mailed it was actually a check attached to the check.
[CUSTOMER][NEUTRAL] Oh, OK, so payment post we have to do that because I can't, I can't afford to payment posting, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Can you verify if they have a copy of it?
[CUSTOMER][NEGATIVE] They evidently they don't because it's not posted. That's why I'm calling you. It's not the payment is not posted.
[AGENT][NEUTRAL] Yeah, well, it was submitted with the check. It was attached to the check, so it was received if you have the check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I don't, I know, it's not even posted, so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you want to create an account? Um, I can show you how to do that and you can download it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You know what? I see the payment.
[CUSTOMER][NEUTRAL] Yeah, with the claim number, yeah, I just found it, um.
[CUSTOMER][NEUTRAL] OK, so yeah, it's something that's going on with this account because like I said, I see y'all payment because y'all paid it on [PII], yeah, it shows it right here 11:13.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty then, um, just give me a oh you said I got the reference already right so.
[CUSTOMER][POSITIVE] All right, that's all I need. Thank you so much, OK?
[AGENT][POSITIVE] Alright [PII] if no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.