AccountId: 011433970860
ContactId: 80d7d429-42d8-4a27-bf8c-a52903729ddf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182089 ms
Total Talk Time (AGENT): 71843 ms
Total Talk Time (CUSTOMER): 85946 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/80d7d429-42d8-4a27-bf8c-a52903729ddf_20250107T18:43_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, [PII], you caught me eating my
[CUSTOMER][NEUTRAL] My lunch, OK, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling on behalf of the Deconess Medical Center.
[CUSTOMER][NEUTRAL] And I have one claim in here. Would you mind to check if you guys receive a claim from us?
[AGENT][NEUTRAL] OK, I can help you with that. You're just checking the status of a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be, you know, it's only 2471076791.
[AGENT][POSITIVE] Thank you, and it was 107, I'm sorry, 1076791?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, the business name is [PII]. Date of birth is [PII]. Total bill amount is $1,183 even.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] Thank you. So that's for [PII] data service for $1,183?
[CUSTOMER][NEUTRAL] Yeah, so that's what I want to know if you receive or you, you guys are the primary carrier for the patient.
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] I do show you did receive that claim in on [PII]. It was processed on the [PII]. Nothing was paid for the policy term, the policy services incurred after the policy termed. Looks like coverage termed on in [PII] and there's no active coverage.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] Would you like the claim number? [PII]?
[CUSTOMER][NEUTRAL] Uh 20.
[CUSTOMER][NEUTRAL] [PII], what do you mean? Uh, it was a term, uh, it was term on.
[AGENT][NEUTRAL] In [PII], the year of [PII], so [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] you don't have that on [PII]. OK, thank you.
[AGENT][NEUTRAL] Would you like the claim number?
[CUSTOMER][POSITIVE] And please thank you.
[AGENT][NEUTRAL] The claim number is 3521671.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] I'm all set and, and uh because I, I have one in here but they already billed it to the next insurance. Thank you so much again and have a nice day.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.