AccountId: 011433970860
ContactId: 7460af32-1672-407d-b73f-c4681d1a6c70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175410 ms
Total Talk Time (AGENT): 43804 ms
Total Talk Time (CUSTOMER): 70992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/7460af32-1672-407d-b73f-c4681d1a6c70_20250508T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I'm calling from Holy Cross Hospital.
[CUSTOMER][NEUTRAL] And I'm trying to see if you guys um received a claim that was um sent to you guys it's a secondary claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] and it is a direct line.
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do I have that as.
[CUSTOMER][NEUTRAL] 01708211 M as in Mike L as in Larry 7
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII] A. Date of birth I show is [PII].
[AGENT][NEUTRAL] OK, thank you. And what were those bill charges and date of service?
[CUSTOMER][NEUTRAL] Um, data service is 35-2025 [PII].
[CUSTOMER][NEUTRAL] Total bill was $30,146.90.
[CUSTOMER][NEUTRAL] And after primary pay, the um.
[CUSTOMER][NEUTRAL] The balance was 4,81407.
[AGENT][NEUTRAL] OK, you said 35 2025 to 38, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] This is a facility claim, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I don't show a facility claim on file. I've got some physician claims on file, but not a facility claim.
[CUSTOMER][NEUTRAL] OK, alright, and.
[CUSTOMER][NEUTRAL] Is the claims address [PII]?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and that is the correct policy number?
[AGENT][NEUTRAL] Yes, it is. We also have a fax if you're interested in that.
[CUSTOMER][NEUTRAL] OK, and what is that fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] OK, and do we have a call reference number?
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.