AccountId: 011433970860
ContactId: 5376f262-34ce-4893-8740-2414afbab853
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175289 ms
Total Talk Time (AGENT): 77704 ms
Total Talk Time (CUSTOMER): 56276 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/5376f262-34ce-4893-8740-2414afbab853_20250213T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Spiro.
[CUSTOMER][NEUTRAL] Sorry, Spiro Clinton Hospital checking the status on a claim.
[AGENT][NEUTRAL] OK, well I can verify claim status for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 223-009-1.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] direct line?
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. And uh do you have the data service and the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, 102 24.
[CUSTOMER][NEUTRAL] Um, let me get the bill up for you here, uh, $238.80.
[AGENT][NEUTRAL] 23,880.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] $27.64.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Give me one moment and you're calling from again? I apologize.
[CUSTOMER][NEUTRAL] That's OK. Spiro I or Spiro Clinton Hospital.
[AGENT][NEUTRAL] OK, and 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 and that site is at [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I don't show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that is correct. Um, if you like, I can give you our fax number if you would like to fax the claim to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready. OK, [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, and I'm sorry I didn't catch your first name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number for our call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, sounds good thank you [PII] for your help I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You also thank you very much.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye.