AccountId: 011433970860
ContactId: 4a10bc7d-1b12-4870-9f31-761102c81e46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246470 ms
Total Talk Time (AGENT): 77441 ms
Total Talk Time (CUSTOMER): 75667 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4a10bc7d-1b12-4870-9f31-761102c81e46_20250424T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Oklahoma Heart Hospital, and I'm calling to get a claim status on a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status.
[CUSTOMER][NEUTRAL] For medical
[AGENT][NEUTRAL] Um, can I, uh, didn't catch your name. What was that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII], may I have your last name first initial?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have the policy number, [PII], for the patient?
[CUSTOMER][NEUTRAL] Yes, it's 932134.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, perfect. And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the um.
[CUSTOMER][NEUTRAL] Date of service is [PII] for $576.32.
[AGENT][NEUTRAL] OK, I'm sorry, could you give me that data service one more time? So sorry about that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect, thank you. OK, so [PII].
[AGENT][NEUTRAL] I'm pulling that up. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it looks like we received it 226-2024, process 229-2024.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it looks like applied towards the $250 deductible for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the balance that we have is $328.57.
[AGENT][NEUTRAL] Make sure this
[CUSTOMER][NEUTRAL] Blue Cross, uh.
[CUSTOMER][NEUTRAL] So my question is, do you, do you guys have the primary LB?
[AGENT][NEUTRAL] Was this for the Oklahoma Heart Hospital physicians claim or is this a facility claim?
[CUSTOMER][NEUTRAL] Facility.
[AGENT][NEUTRAL] OK, we've got the physician claim, it looks like um don't have the uh facility claim. Can you get that resubmitted? We don't have any timely filing, so.
[CUSTOMER][NEUTRAL] OK, no tell me, uh, may I have a fax number and I can fax it to you today.
[AGENT][NEUTRAL] Yes, absolutely. It's [PII].
[CUSTOMER][NEUTRAL] OK, let me repeat that [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and you said there's no timely filing deadline.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. Uh, may I have a reference number for the call?
[AGENT][NEUTRAL] A reference number is just my name, [PII]. First initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][POSITIVE] All right, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.