AccountId: 011433970860
ContactId: 78dab183-35f6-417b-96c0-ec6b1ab4bc1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193779 ms
Total Talk Time (AGENT): 57625 ms
Total Talk Time (CUSTOMER): 76157 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/78dab183-35f6-417b-96c0-ec6b1ab4bc1e_20250411T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. Uh, my name is [PII] West Virginia University, just checking status of our claim.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number of the patient?
[CUSTOMER][NEUTRAL] I do. Let me just switch screens and get that for us. uh 02553145.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], you may have him as [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] 7,34902.
[AGENT][NEUTRAL] Um, I've got a claim for that date, but I don't have it for those bill charges. Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What, uh, you said what facility was that? I'm sorry.
[CUSTOMER][NEUTRAL] It's OK. West Virginia University.
[AGENT][NEUTRAL] OK, um, it looks like we have a claim for West Virginia University with their charge of 268486.
[AGENT][NEUTRAL] Times 2, it looks like.
[CUSTOMER][NEUTRAL] Well, that, that could be it because um that's the remaining after the primary so maybe you're only seeing the remaining balance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 20068486 is the balance actor.
[AGENT][NEUTRAL] OK, it looks like we did process this and we made a payment to the patient.
[CUSTOMER][NEUTRAL] You paid the patient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, would I be able to get the claim number that you processed that under?
[AGENT][NEUTRAL] Um, it is 357-2603.
[CUSTOMER][NEUTRAL] 2603 and are you able to give me a check number that you paid on?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, you would have to get that information from the, um, insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll have to get it from her. OK, alright, what about a call reference number? Last question there sorry.
[AGENT][NEUTRAL] Uh, no, you're fine. Uh, it's just my name, [PII], first initial to last name, [PII], today's date.
[CUSTOMER][NEUTRAL] my
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thanks [PII]. I appreciate it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.