AccountId: 011433970860
ContactId: 876741b9-dac4-4850-8fc5-debd6e4a5b27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360079 ms
Total Talk Time (AGENT): 114842 ms
Total Talk Time (CUSTOMER): 113332 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/876741b9-dac4-4850-8fc5-debd6e4a5b27_20250204T18:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APS this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from PHD Jackson Memorial Hospital to check on a claim status.
[AGENT][NEUTRAL] OK, and what was, hi [PII], I can help you with claim status and what was the name of the hospital you're calling from again?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Jackson South Community Hospital.
[AGENT][POSITIVE] OK, thank you so much and [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII]. And it's a direct line?
[AGENT][NEUTRAL] Thank you, sir. And I can help you with claim information. Can you please give me the patient's name?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] Can I spell it?
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. And then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 2353166 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, and can you repeat that? I missed the first couple of digits.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] 531
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let me look her up.
[AGENT][NEUTRAL] OK and then um what is the data service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] The charge amount is $2,103.15.
[AGENT][NEUTRAL] OK, and what is the charges after the primary insurance paid their part?
[CUSTOMER][NEGATIVE] Sorry, I didn't get you. Your voice is uh breaking.
[AGENT][NEUTRAL] Uh, what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is $500.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII] I'm gonna put you on a on a hold.
[CUSTOMER][NEUTRAL] That is the patient responsibility.
[AGENT][NEUTRAL] I'm gonna put you on a hold so I can look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. So looking for data service of [PII] for [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so may I know the uh payer ID and the mailing address to submit the claim?
[AGENT][NEUTRAL] Yes, um, the payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 248,950.
[AGENT][NEUTRAL] And that's in [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, got it. And may I know the time if I need to submit the claim?
[AGENT][NEUTRAL] We don't have one.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Thanks for that.
[CUSTOMER][NEUTRAL] And can you please check whether is there any rejection on the ordering house?
[AGENT][NEUTRAL] There isn't one because we don't have the claim.
[CUSTOMER][NEUTRAL] OK, got it. So, and may I know the policy effective on termination date?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] The policy was effective.
[AGENT][NEUTRAL] [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, got it. Thanks for the dory. So yeah, so that's all the question I have. Uh, may I know the reference number for this account?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, got it, [PII]. Thanks for that and thanks for your assistance. And hope you have a great day.
[AGENT][POSITIVE] You too. I hope you have a great one. Thanks, [PII] for calling APL. You take care.
[CUSTOMER][NEUTRAL] You too bye for now.
[AGENT][NEUTRAL] Bye-bye.