AccountId: 011433970860
ContactId: 6a18a30e-60d9-440d-ac96-0a8942f00540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284260 ms
Total Talk Time (AGENT): 115456 ms
Total Talk Time (CUSTOMER): 123040 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6a18a30e-60d9-440d-ac96-0a8942f00540_20250224T19:10_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Fine, thank you. Look, man, I'm calling because I need to verify the claim status.
[AGENT][POSITIVE] And it would be my pleasure to assist you with that claim status and what is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] The policy number is 02045049 M as in Mary, L as in Larry, A as in 88 at the end.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I, I do that too sometimes. No, you're fine.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] name is [PII] and date of birth was on [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that claim status today for [PII]. What is the date of service please ma'am?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It was on [PII] total bid amount $1,578.
[AGENT][NEUTRAL] Is that for a facility charge?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm checking.
[CUSTOMER][POSITIVE] OK, take your time, don't worry.
[AGENT][NEUTRAL] And what is the name of the facility?
[CUSTOMER][NEUTRAL] Elmhurst Memorial Hospital.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the total bill amount, please?
[CUSTOMER][NEUTRAL] $1,578
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][POSITIVE] Perfect thank you
[AGENT][NEUTRAL] We did receive that claim. That claim was received on.
[AGENT][POSITIVE] And get that received date for you.
[AGENT][NEUTRAL] Received on [PII], it was processed and paid on [PII] with a benefit amount of $655 to Elmhurst Memorial Hospital.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Perfect. Look, we never received that EV. Can you send me it via email, please?
[AGENT][NEUTRAL] I can now you can also we do have a provider portal and I can help you with that portal um.
[AGENT][POSITIVE] And the EOB is obtainable, I mean instantly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, now, uh let's do something. Give me the claim number.
[AGENT][POSITIVE] The cleaner.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and it was paid on January.
[AGENT][NEUTRAL] 8
[CUSTOMER][POSITIVE] Uh, 8, perfect. OK, 8.
[CUSTOMER][NEUTRAL] 2025 and what's the claim number?
[AGENT][NEUTRAL] Claim number is 354.
[AGENT][NEUTRAL] 8 980.
[CUSTOMER][NEUTRAL] 354.
[CUSTOMER][NEUTRAL] 80. Perfect. It's gonna pay in full. Uh, check, do you have check number or do you pay via
[AGENT][NEUTRAL] I do.
[CUSTOMER][POSITIVE] Yeah, perfect. I'll wait for the check.
[AGENT][NEUTRAL] And the check number is 202.
[AGENT][NEUTRAL] 2005.
[CUSTOMER][NEUTRAL] 202
[CUSTOMER][NEUTRAL] 2005, 2022005, right?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] Perfect man, um, I think that's all I need for now just to ask, can you give me your name please again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Perfect [PII].
[CUSTOMER][NEUTRAL] No, add the call reference number, please.
[AGENT][NEUTRAL] would be my name in today's date.
[CUSTOMER][POSITIVE] Perfect. That's all for now. Thank you. Have a great day, [PII]. Bye-bye.
[AGENT][POSITIVE] [PII], it's been my pleasure to help you with that claim status. Thank you for calling APL. You have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Take care.
[CUSTOMER][POSITIVE] Good bye bye bye bye.
[AGENT][NEUTRAL] Bye-bye.