AccountId: 011433970860
ContactId: 84dd5c39-8e50-4212-a20a-44302ee5313e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266959 ms
Total Talk Time (AGENT): 130853 ms
Total Talk Time (CUSTOMER): 91544 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/84dd5c39-8e50-4212-a20a-44302ee5313e_20250311T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I was calling with Galleon Community Hospital, and I was checking on a claim, please.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I do, it states it's D 47690843.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII], that is through, um, they're called 90 Degrees. Uh, if you'd like I can get you their uh phone number and I can transfer you to them.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Actually I have, I have your policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it says it's 02563741. They put the medical ID on there.
[AGENT][NEUTRAL] That's OK. All right. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Do you have a date of birth?
[CUSTOMER][NEUTRAL] Oh sorry it's [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, thank you for verifying that. Now these plans can be a bit confusing is they're a part of a multi plan um OK uh what was the uh date of service for this claim?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes, it's for 11,856 91 cents.
[AGENT][NEUTRAL] 21. OK, got it. Thank you one moment.
[CUSTOMER][POSITIVE] You're welcome thank you.
[AGENT][NEUTRAL] OK, um, that was, uh, you said [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received the claim for that amount.
[CUSTOMER][NEUTRAL] Well, I, I'm thinking it has that the number on it, so should I, I should put that.
[AGENT][NEUTRAL] Yeah, it might have been through them.
[AGENT][NEUTRAL] Um, I can get you their phone number if you'd like to check with them, and I can transfer you to. It might have been the same number that you called to reach us. Um, their little prompts can be a bit confusing. Um, give me just a moment, I'll get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you ready for this phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is a [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and to reach them you would select option one.
[CUSTOMER][NEUTRAL] OK, um, so the claim needs to go to them or?
[AGENT][NEUTRAL] Um, was this for, um, what kind of, uh, claim was this? What was the procedure that they received?
[CUSTOMER][NEUTRAL] It it was an emergency room.
[AGENT][NEUTRAL] OK then, no that's OK um that would go to us but it's possible they have other coverages uh with them so if you'd still like to see if um they have benefits for that, you can definitely try to see.
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] OK, um, no, because I know, I know how the they were, well, I know how that usually goes, so, um, so I should just pull the claim and send it to you guys with that policy number instead of the medical ID, OK, OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, and yes, did you need our, um, and I have a mailing address, fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] Um, I think the payer ID. Is it 64556?
[AGENT][NEUTRAL] No, um, ours is uh 60801.
[CUSTOMER][NEUTRAL] 60801 OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alrighty, um, I'll, I'll do that. I'll pull it and send it, um, can I just have.
[AGENT][POSITIVE] OK, sorry about all the confusion.
[CUSTOMER][NEUTRAL] No, you're fine um I just need a reference number if I could please.
[AGENT][NEUTRAL] Sure, of course, that would just be my first name, last initial, and today's date. Um so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Um, nope, that's everything. I appreciate all your time. Thank you.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye bye.