AccountId: 011433970860
ContactId: 6ba6cade-a078-40f5-bac5-a581f0d5f50a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157800 ms
Total Talk Time (AGENT): 63168 ms
Total Talk Time (CUSTOMER): 56091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/6ba6cade-a078-40f5-bac5-a581f0d5f50a_20250522T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] with McCloud Regional Medical Center. I need to see if a claim was received. I'm showing that we faxed it, um, previously, and I just don't have a response back.
[AGENT][NEUTRAL] OK, I can verify the claim status for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] It is um 248-049-2.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] And date of service [PII] for $3,877.
[AGENT][NEUTRAL] And do you have the well, never mind, I was gonna say some never mind hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] You said the total charge amount was $3,877?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, when was the claim faxed because I don't show any recent claims.
[CUSTOMER][NEUTRAL] Let's see here
[CUSTOMER][NEUTRAL] So claim sent on [PII] to a fax number [PII].
[AGENT][NEUTRAL] Uh, that is correct, yes, ma'am, but I don't show we received that claim.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can, can I resubmit it via fax?
[CUSTOMER][NEUTRAL] Yeah, I can re fax it. Excuse me.
[CUSTOMER][NEUTRAL] And that fax number was correct?
[AGENT][NEUTRAL] Yes, ma'am, and I would say uh if you'refax it, just give it 24 hours and give us a call back just to verify if it's been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you. Do you have a reference number for the call today?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you so much I'll get that re faxed.
[AGENT][POSITIVE] All right, thank you so much. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, well I thank you for calling APL you have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too, bye bye.