AccountId: 011433970860
ContactId: 61979240-c9e7-49df-b136-8ff87b206c58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175320 ms
Total Talk Time (AGENT): 86959 ms
Total Talk Time (CUSTOMER): 56592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/61979240-c9e7-49df-b136-8ff87b206c58_20250114T21:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I am calling from McCloud Regional Medical Center. I need to check the status of a claim to see if you received it.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01685749.
[AGENT][NEUTRAL] [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you are needing claim status for [PII], is that correct?
[AGENT][NEUTRAL] Or benefits. All right, thank you, and I can help you with claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Claims status.
[CUSTOMER][NEUTRAL] It is [PII] for $27.
[AGENT][NEUTRAL] For 27.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the provider name?
[CUSTOMER][NEUTRAL] Um, McCloud Regional Medical Center.
[AGENT][NEUTRAL] I am checking for [PII] I'm so sorry. [PII].
[AGENT][NEUTRAL] And I don't have that on file that claim for you said $27 correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's for a facility claim?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't have a claim on file and it can be faxed directly to our claims department.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] OK, and what's that fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is your payer ID number?
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] 60801 and what's the mailing address for the claim?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for that. I just need the first initials of your last name or excuse me, the call reference number.
[AGENT][NEUTRAL] Yes ma'am, the call reference number is my name and today's date.
[AGENT][NEUTRAL] And the first initial.
[CUSTOMER][NEUTRAL] And how do you spell that?
[AGENT][NEUTRAL] [PII] initial, last name, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. That'll be all.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.