AccountId: 011433970860
ContactId: 5bb561b4-57c9-47f6-9f25-d4e557f617ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324579 ms
Total Talk Time (AGENT): 115755 ms
Total Talk Time (CUSTOMER): 96918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/5bb561b4-57c9-47f6-9f25-d4e557f617ea_20250515T19:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm, I'm calling from provider's office. Uh, this call is regarding a check payment that we have received from your side, and I'm looking for the patient details for this payment. If you could please help me with that.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the check number?
[CUSTOMER][NEUTRAL] It's 203.
[AGENT][NEUTRAL] I'm sorry, 203.
[CUSTOMER][NEUTRAL] 9069.
[AGENT][NEUTRAL] OK, and the amount?
[CUSTOMER][NEUTRAL] This is for $100 even.
[AGENT][NEUTRAL] You said $400?
[CUSTOMER][NEUTRAL] It's $100 even.
[AGENT][NEUTRAL] OK, $100. And what's the issue date, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am, give me one moment please.
[CUSTOMER][NEUTRAL] And may I have, may I have your name just for the records?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Astension Saint Vincent Hospital.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[AGENT][NEUTRAL] 40.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like it was for a claim for a patient, um.
[AGENT][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, I do have the patient name. Uh, do you have a patient account number? Do you have any number that starts with SRN?
[AGENT][NEUTRAL] Uh, let me pull up the claim in regards to.
[CUSTOMER][NEUTRAL] Or any other patient account number?
[AGENT][NEUTRAL] Uh, show on the claim. Let me pull up the claim because it's not on our system. Give me one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I apologize my computer is moving a little slow.
[CUSTOMER][POSITIVE] No problem. Take your time.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, well, I'm looking at the claim and I don't show a patient account number. It looks like it was cut off on the claim.
[CUSTOMER][NEUTRAL] Yeah, that's why we are not able to actually locate the patient in our system, so that's why I'm looking for the patient account number.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Trying to see if there's any other.
[AGENT][NEUTRAL] Number on here.
[AGENT][NEUTRAL] Yes ma'am, I don't see a patient account number because it looks like when the claim was submitted it looked like it was faxed in to us, um, it cut off the top part where we show that patient account number. I do show another number starts with a [PII].
[AGENT][NEGATIVE] I don't know if that can uh help or not.
[CUSTOMER][POSITIVE] Yeah, you can provide me with that.
[AGENT][NEUTRAL] OK, uh, it's [PII].
[CUSTOMER][NEUTRAL] Uh, just a minute. I'm gonna repeat. Please correct me if I'm wrong. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] 2, and then [PII].
[CUSTOMER][NEUTRAL] OK. I'm again going to repeat, uh, please correct me if I'm wrong. It's [PII]. Is it correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you. That will work. Thank you so much for your help.
[AGENT][POSITIVE] Yes ma'am, uh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK, thank you for your help. Have a good day and bye-bye. Take care.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Yes ma'am