AccountId: 011433970860
ContactId: 433e90b5-56b4-4c75-a79c-f0d5f9e70080
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483239 ms
Total Talk Time (AGENT): 108810 ms
Total Talk Time (CUSTOMER): 169804 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/433e90b5-56b4-4c75-a79c-f0d5f9e70080_20250102T14:17_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII]. My name is [PII]. I'm calling from Pella Medical Center, and I need to ask a question in regards to a claim that we did not receive, please.
[AGENT][POSITIVE] Well, it would be my pleasure.
[CUSTOMER][NEUTRAL] Uh yeah, uh, an EOB. I'm sorry.
[AGENT][POSITIVE] I got you. Not a problem. It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Um, my direct line is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the claim number or the patient's policy number?
[CUSTOMER][POSITIVE] Yes, let me grab that for you.
[CUSTOMER][NEUTRAL] The claim number is 354-0694.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And [PII], what is the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the total charge is $1,649 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So it looks like that the claim number you gave me is actually a duplicate.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Let me get that original claim number for you and claim information.
[CUSTOMER][NEUTRAL] Thanks, yeah, we don't have the original one.
[CUSTOMER][NEUTRAL] And I went online to try to get the original and.
[CUSTOMER][NEGATIVE] It's not letting me get anywhere with the account number that I'm using for some reason and I've tried several different ways to get in but it's not letting me get anywhere on to get it printed out.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me see if I can give you that information, so the original claim.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me get that received date.
[AGENT][NEUTRAL] We received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can go ahead and give you, are you?
[AGENT][NEUTRAL] In the portal
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, let me give you the claim number.
[CUSTOMER][NEUTRAL] Um, well, it's only asking me for the tax ID and the patient account number.
[AGENT][NEUTRAL] OK, let me give you the patient account number.
[AGENT][NEUTRAL] You ready? It is H as in hotel.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1500.
[AGENT][NEUTRAL] 3388.
[AGENT][NEUTRAL] 507.
[AGENT][NEUTRAL] 001.
[CUSTOMER][NEUTRAL] Alright, let me try that.
[CUSTOMER][NEUTRAL] Oh, OK, now it sent me to the user name and everything.
[AGENT][NEUTRAL] Yeah, so the patient account number is always the account number on on the UB it's inbox 3A.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah and that's what I was putting in there but on my.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The claim number ends with 02.
[CUSTOMER][NEUTRAL] So I guess that was what the problem was.
[AGENT][NEUTRAL] I wonder if that was it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I don't under yeah, but I think that's there was a couple of different claims that were sent and I tried all the ones that were in here, but anyway, just it didn't work, so thank you for for helping me on that. And so let me go ahead and try to set this up real quick just to see if I can actually get that claim uh or or EOB bear with me one moment while I do. OK, thank you. One second, thank you.
[AGENT][POSITIVE] Absolutely. Yes.
[AGENT][POSITIVE] Yeah, I would prefer that. Great. Thank you.
[CUSTOMER][NEUTRAL] OK, it says I've created an account, so let me see if I can log in now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, it's not letting me log in it's an invalid user name and password, and I just actually created this so I know it's correct. Oh my goodness.
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] Let me just reset the password if that'll help.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I got it. There we go, um, alright, I'm now at the claim status page, so it's asking me to put in the claim number.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm. So you can.
[AGENT][NEUTRAL] That's right. You're gonna use option one since you have the claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Claim number is 3469846.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK, first name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It's working on it. Let me see if I get it. See, there we go.
[CUSTOMER][NEUTRAL] Alright, I'm clicking on it let's see.
[AGENT][POSITIVE] Working on it is a good sign.
[CUSTOMER][NEUTRAL] Right, yeah, it says it's downloading so let's see if I actually get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, I have it. Thank you so much for your really appreciate your help today.
[AGENT][POSITIVE] Yay.
[AGENT][POSITIVE] Well it's been such a pleasure to assist you with that claim information. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] That's all you have a good one OK?
[AGENT][POSITIVE] I hope you have a great day as well and a happy New Year and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][POSITIVE] Thank you, bye bye