AccountId: 011433970860
ContactId: 83396ac9-97bf-4a3f-bcaf-3b4561cdf4ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416570 ms
Total Talk Time (AGENT): 139759 ms
Total Talk Time (CUSTOMER): 88347 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/83396ac9-97bf-4a3f-bcaf-3b4561cdf4ff_20250228T21:20_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from Bluegrass Community Hospital, and I was calling to check payment status on a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims and Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] That'll be [PII] it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK, um, we have, uh, there you go, 259-053-9.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It's gonna be [PII], and that's for $8,221.90.
[AGENT][NEUTRAL] OK. OK, let me see if I can find that a claim, and that was [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have some pending claims. Let me pull these claims and see if one of these is yours. Do you mind holding for me?
[CUSTOMER][NEUTRAL] That'd be fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Ms. [PII]. OK, so I pulled the ones that are pending but no, it's still not here. So no, none of these are the one for [PII].
[CUSTOMER][NEUTRAL] OK, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then the policy number I gave you would be the correct one to make claims with for [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK then, and should there be any type of group number on the claim when it's submitted?
[AGENT][NEUTRAL] Um, it doesn't need to be there. If you would like to put it as an additional, you can, but we just need the policy number.
[CUSTOMER][NEUTRAL] OK, because we had a group number of FE 202306.
[AGENT][NEUTRAL] Um, no, the group number is a little bit shorter than that. It's um 25565. That's 25565.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2556.
[CUSTOMER][NEUTRAL] OK then, and the patient was elig on data service.
[AGENT][NEUTRAL] Yeah, the policy, let me see what is effective for [PII] because that's dependent, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII] became affected, oh, on the same date, um, [PII].
[CUSTOMER][NEUTRAL] OK then and can I get the address for claims?
[AGENT][NEUTRAL] OK, so for this one, let's see.
[AGENT][NEUTRAL] OK, this one comes to us, which is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and do your office have a payer ID?
[AGENT][NEUTRAL] Um, we do. The payer ID is 60801.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] OK then, and other than having the claim resubmitted back over with the correct information, would there be any other information needed?
[AGENT][NEUTRAL] Um, for this one, no, we just need the claim.
[CUSTOMER][NEUTRAL] OK then, so I will submit that.
[CUSTOMER][NEUTRAL] OK, I'll submit the request but then have the client resubmit it back over and if I could please get a reference number for our call.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, yes, spell your first name.
[AGENT][NEUTRAL] OK, sure. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK, well, I do thank you so much for your help and your time. I will submit the request to have the request submitted, and I hope that you have a great rest of day and a great weekend.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APR. Have a good weekend. Bye-bye. Goodbye.
[CUSTOMER][POSITIVE] Thanks goodbye.