AccountId: 011433970860
ContactId: 61d9b69c-47f9-4d7e-8eee-523b8cc8a947
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225759 ms
Total Talk Time (AGENT): 59039 ms
Total Talk Time (CUSTOMER): 76476 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/61d9b69c-47f9-4d7e-8eee-523b8cc8a947_20250624T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling with Roper Saint Francis Physicians, and we have had some trouble getting a claim to you for a patient. I'd like to make sure you received it, please. And if you did, if you don't mind to tell me where we are in the status of the claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] It's 02576722.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII], I believe it's [PII] Date of birth [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] This one is for [PII] for $499 please.
[AGENT][NEUTRAL] Uh, looks like we received a 527-25. Uh, it's processed at [PII] and.
[AGENT][NEUTRAL] Duplicate. OK, let me see what this one is.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Original was received on [PII].
[AGENT][NEUTRAL] Oh it's [PII].
[AGENT][NEUTRAL] And we made a payment of 192.
[CUSTOMER][NEUTRAL] OK, do you mind to give me the claim number associated?
[AGENT][NEUTRAL] Yeah, it's uh 360-1267.
[CUSTOMER][NEUTRAL] OK, and you said you all paid $192. Was there, um, oh, because this is the secondary. I'm following you, [PII]. Alright, so you guys paid the rest of the balance. Um, do you have any payment information, a check number or clear date, anything like that?
[AGENT][NEUTRAL] Uh, it looks like check number, it's a single check, check number 2044658.
[AGENT][NEUTRAL] Let me see if it's cleared.
[AGENT][POSITIVE] Uh, actually shows still outstanding. We sent that to [PII].
[CUSTOMER][POSITIVE] OK, so I went to the office. Thank you very much for that. That will help them track it down. All right, and you're showing that it is still.
[CUSTOMER][POSITIVE] Outstanding, so they definitely.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Need to find that. OK, um, thank you, [PII]. I really appreciate all of your help. I hope you have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day too.
[CUSTOMER][NEUTRAL] All right, bye-bye.