AccountId: 011433970860
ContactId: 6942d819-4b3c-4837-b79e-3d3b9b0800fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169809 ms
Total Talk Time (AGENT): 73612 ms
Total Talk Time (CUSTOMER): 58787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/6942d819-4b3c-4837-b79e-3d3b9b0800fe_20250321T18:36_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]. This is [PII] with Community Hospital, and I'm just calling to check on the status of the claim, please.
[AGENT][POSITIVE] It would be my pleasure to help you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number I'm showing is 02496296.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, patient is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to help you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] Data service is going to be [PII].
[AGENT][NEUTRAL] In the building.
[CUSTOMER][NEUTRAL] And bill amount is $507.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm checking, bear with me just one moment.
[AGENT][NEUTRAL] Is that a professional fee claim?
[CUSTOMER][NEUTRAL] Uh, no, it should be a facility claim.
[AGENT][NEUTRAL] Facility.
[AGENT][NEUTRAL] Because I'm looking for a facility claim, and I don't see a claim on file for 8-14-24 for the facility.
[CUSTOMER][NEUTRAL] A claim on file. OK. And what is the correct uh mailing address and then possibly the payer ID?
[AGENT][NEUTRAL] Sure, the address is [PII].
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And payer ID is 64556.
[CUSTOMER][NEUTRAL] 4556. And
[AGENT][NEGATIVE] And there's no timely filing.
[CUSTOMER][NEGATIVE] There's no timely filing? OK, perfect. All right, well I will get, um, I will get this resent.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and we'll be happy to take care of that once we receive it. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that is everything.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with that claim status. Thank you for calling APL. Hope you have a great afternoon and a happy weekend.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] You too. Thank you so much. Mhm, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.