AccountId: 011433970860
ContactId: 55a0e6c2-b73c-4650-bb88-d75c29e9f6be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302619 ms
Total Talk Time (AGENT): 115160 ms
Total Talk Time (CUSTOMER): 71988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/55a0e6c2-b73c-4650-bb88-d75c29e9f6be_20250328T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and I'm calling from Chris's Saint Patrick's Hospital. I'm needing to see if you guys received a paper claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Uh, can you please give me your callback number, [PII] just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the name is [PII]. I'll spell the last name if I need to. Date of birth [PII], and date of service is [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 42211
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], OK, got you. And then you said the data service was 924 of 2024, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the charge amount?
[CUSTOMER][NEUTRAL] $1,892.85.
[AGENT][NEUTRAL] OK, let me look that claim up real quick and I will be right back. I'm gonna put you on a brief hold. Thank you, ma'am.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. I do see a claim. Um, can you please give me
[AGENT][NEUTRAL] Your tax ID number so I can make sure this is the facility.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I do not find a claim on file for your facility for that date of service.
[AGENT][NEUTRAL] So if you mailed it in, when did you send it in?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I believe it was September.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, [PII] is when we billed it.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] See if we've got anything we haven't received anything for October um.
[AGENT][NEUTRAL] Let me give you our fax number so you could resubmit the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 1877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we have a payer ID number too if you would like that for electronic claims.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][POSITIVE] All righty. And last but not least, can I get a call reference number from you?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII] and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] All righty. Thank you so much for your help with that claim.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful weekend. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you very much. You have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks, you too. Bye.
[AGENT][NEUTRAL] Bye-bye.