AccountId: 011433970860
ContactId: 81a85dd1-6c98-41ab-bcd2-6f75384524db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445089 ms
Total Talk Time (AGENT): 137336 ms
Total Talk Time (CUSTOMER): 81569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/81a85dd1-6c98-41ab-bcd2-6f75384524db_20250529T20:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling.
[CUSTOMER][NEUTRAL] On an account or a bill that we sent from University Hospital.
[AGENT][POSITIVE] OK. Happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] I have 021-923-28 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess that's how you say it, [PII].
[AGENT][NEUTRAL] And then do we have a data service we're looking for?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then fill them out.
[CUSTOMER][NEUTRAL] $87,243.82.
[AGENT][NEUTRAL] Do we have an amount after primary paid?
[CUSTOMER][NEUTRAL] $5,0002.52.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just double checking this claim here. Give me one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we did get a claim for the state of service. Um, it looks like there was a benefit payment sent in the amount of $750.
[CUSTOMER][NEUTRAL] And when was that sent?
[AGENT][NEUTRAL] So it looks like the claim is processed on [PII] would have been.
[AGENT][NEUTRAL] Uh, sent shortly after that.
[CUSTOMER][NEUTRAL] Can you tell me where it was sent to?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] I can't be right. One second, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because the original claim was to hold on.
[AGENT][NEUTRAL] OK, so it looks like the claim was received.
[AGENT][NEUTRAL] And then there was um an issue I guess with the tax information that we have for your facility, so the check was actually mailed to the insured.
[CUSTOMER][NEGATIVE] Oh, that's not good. They probably cashed it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Alright, so when was the when was the bill received?
[AGENT][NEUTRAL] Let me go back to the date. I apologize. Um, claim was claim was showing received on 4-125 and then processed 4325, so it would have been issued shortly after.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Do you have a check number?
[AGENT][NEUTRAL] 203.
[AGENT][NEUTRAL] 7116.
[CUSTOMER][NEUTRAL] OK, and what about a claim number?
[AGENT][NEUTRAL] Absolutely. It's 358-456-4.
[AGENT][NEUTRAL] And then if you need I can send you a copy of the EOB as well.
[CUSTOMER][NEUTRAL] Yes, could you do that please?
[AGENT][POSITIVE] Yeah, absolutely. Do you have a fax number?
[CUSTOMER][NEUTRAL] I do. It's 727.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do we need to mark attention to anybody on there?
[CUSTOMER][NEUTRAL] Well, you can mark attention [PII], but it comes directly to my desk.
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] Or my computer or whatever you wanna say.
[AGENT][POSITIVE] I gotcha. I got you. OK. All right. I am sending that now, so give it about 5 minutes and you should have it on your side, OK?
[CUSTOMER][NEUTRAL] All right, do you have a reference number for this call?
[AGENT][NEUTRAL] Absolutely, that's gonna be my name with today's date. My name again is [PII], which is [PII] Last initial to my name is going to be [PII], and then today's date.
[CUSTOMER][POSITIVE] [PII], thank you so much. I'll be looking for that EOB. You have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.