AccountId: 011433970860
ContactId: 6d0edc46-ebac-441b-b95d-15b6a79b56e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366519 ms
Total Talk Time (AGENT): 108930 ms
Total Talk Time (CUSTOMER): 80040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6d0edc46-ebac-441b-b95d-15b6a79b56e4_20250115T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the 7 clinic billing department. I'm calling to follow up on bill and confirm it's been received and check on its status.
[AGENT][NEUTRAL] OK, are you, you're calling about a bill for the group or are you calling on a claim for an insured?
[CUSTOMER][NEUTRAL] Claim for an insured sorry.
[AGENT][POSITIVE] OK, alright, that's all right. Thank you so much, Ms. [PII]. And then what is your callback number please? Just in case the calls dropped, I can call you right back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, it's [PII] is my direct line.
[AGENT][NEUTRAL] Thank you and then what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is his policy number?
[CUSTOMER][NEUTRAL] I have 03212747.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[AGENT][NEUTRAL] 032127475 you said?
[CUSTOMER][NEUTRAL] 0 02312747.
[AGENT][POSITIVE] OK, thank you. I just got my letters transposed. I'm sorry about that.
[CUSTOMER][POSITIVE] It's all right. No, I just had an email. She's like, this is not right and I was like, let me check my information here. It's so easy to do.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, then what is the data service for Chase?
[CUSTOMER][NEUTRAL] Um, I'm showing a data service of [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] Total charge is $1,909. Primary left $500 to patient responsibility.
[AGENT][NEUTRAL] OK, and then I know you mentioned it in the beginning of our call, but I didn't catch it. Can you give me again the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the Steadman clinic professional, specifically [PII] on this claim.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII]. I'm gonna pull in this claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again, so I did find the claim.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] And um the claim was paid, it's check number 2,020,480.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the amount of $500 it was mailed out on [PII].
[CUSTOMER][NEUTRAL] OK, and can you confirm what address that went to?
[AGENT][NEUTRAL] Yes, ma'am. It went to [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Perfect. And then the last information I need from you is the claim number please.
[AGENT][NEUTRAL] The claim number is 3546044.
[CUSTOMER][POSITIVE] Thank you very much [PII] do you give call reference numbers?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK thank you so much I hope you have a wonderful day.
[AGENT][POSITIVE] You too you have a blessed one thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.