AccountId: 011433970860
ContactId: 60034141-52f3-4cb4-b148-79f06ba0ed5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338019 ms
Total Talk Time (AGENT): 103281 ms
Total Talk Time (CUSTOMER): 70895 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/60034141-52f3-4cb4-b148-79f06ba0ed5b_20250314T14:13_UTC.wav
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[CUSTOMER][NEUTRAL] We're gonna do it while I.
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm needing help with the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim status. Can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes ma'am, my callback number is [PII]. That is a direct line and I'm calling from East Side Hospitalist Inc.
[AGENT][POSITIVE] OK, thank you so much. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I'm gonna spell it. The first name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] The last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is um patient's uh policy number?
[CUSTOMER][NEUTRAL] 1458608 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do have the policy pulled up for [PII]. I'm not sure. OK, what's the date of service?
[AGENT][NEUTRAL] And the charge mount?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and the charge amount please?
[CUSTOMER][NEUTRAL] $1,076.
[AGENT][NEUTRAL] OK and what's the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] That is the full invoice balance that's all we have.
[AGENT][NEUTRAL] Oh, OK, alright, I'm gonna put you on a brief hold while I look up this claim for you and I will be right back, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], so looking on date of [PII], um, I am not finding a claim on file for that a dollar amount, but the reason is probably the policy number you previously gave me was no longer active. It lapsed in [PII]. Let me give you the active policy number so you could submit the claim on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 1,673,440.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you know whenever the last policy number turned?
[AGENT][NEUTRAL] Yes, let me look that up.
[AGENT][NEUTRAL] It terminated on [PII].
[CUSTOMER][NEUTRAL] All right. And do you have a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] All right. Thank you. Have a great day.
[CUSTOMER][POSITIVE] No, ma'am. That's all, thank you.