AccountId: 011433970860
ContactId: 48ce26fd-c22d-4f8a-8ab4-5f71d94787c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252899 ms
Total Talk Time (AGENT): 84006 ms
Total Talk Time (CUSTOMER): 90700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/48ce26fd-c22d-4f8a-8ab4-5f71d94787c2_20250311T19:27_UTC.wav
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[AGENT][NEUTRAL] No, thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] calling from Holy Cross Hospital, and I'm trying to get a claim status update.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is 02210438 M as in Mary, L as in lamb 8.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][POSITIVE] Oh, I love computers. Give me one moment.
[CUSTOMER][NEUTRAL] Uh, yeah, by now, huh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Speaking of which, I just
[CUSTOMER][NEUTRAL] Um, yeah, I have a direct line. It's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII], uh, total charges are.
[CUSTOMER][NEUTRAL] $123,468.90.
[AGENT][NEUTRAL] OK. I see. And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Oh yep, it is $1,426.11.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and while I'm looking at claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I show the claim processed on [PII].
[AGENT][NEUTRAL] And a check was mailed in the amount of $1,426.11.
[CUSTOMER][NEUTRAL] OK. Do you have a check number?
[AGENT][NEUTRAL] 202-6074.
[CUSTOMER][NEUTRAL] OK. Do you have a claim number?
[AGENT][NEUTRAL] Uh, yes, ma'am. It's 355-9485.
[CUSTOMER][NEUTRAL] OK, and that processed on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. Do you know if that check was sent to our physical address, the [PII], or our [PII]?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, the [PII].
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] And um was that check released on [PII] then?
[AGENT][NEUTRAL] Uh, it was issued [PII], so it would have went out the next business day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Um, I think that's all I need.
[CUSTOMER][NEUTRAL] Um, just, uh, do you do a call rec oh, I'm sorry, what was your first name again?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][NEUTRAL] OK, and just the ref call reference number please.
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Well thank you for your time today and information and I will look into getting registered for that payer portal.
[AGENT][POSITIVE] Alright, you're welcome.
[AGENT][POSITIVE] All right. Well, uh thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks you too bye.