AccountId: 011433970860
ContactId: 8c766c3e-f24c-49a5-85af-26f70588af73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301630 ms
Total Talk Time (AGENT): 87461 ms
Total Talk Time (CUSTOMER): 83829 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/8c766c3e-f24c-49a5-85af-26f70588af73_20250430T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check on a patient to see if a claim was received, please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Um, may I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you Miss [PII] and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Wellstar Medical Group.
[AGENT][NEUTRAL] OK. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] This is for [PII] with the date of birth [PII]. Policy number is 01998220.
[AGENT][NEUTRAL] OK, let me check him up, look him up real quick.
[AGENT][NEUTRAL] OK, and then may I please have the day of service and the charge amount?
[CUSTOMER][NEUTRAL] 319 2025 232
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold Miss [PII] while I look up this claim and I'll be right back with you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Miss [PII]. So looking on the data service of 319.
[AGENT][NEUTRAL] Excuse me, of [PII] I do not find a claim on file for [PII].
[CUSTOMER][NEUTRAL] Alright, and he is eligible for services that day, right?
[AGENT][NEUTRAL] Let me check his eligibility real quick. Yes, ma'am, his effective date of his policy is [PII] and it's current.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Trying to find the payer ID they sent this to.
[AGENT][NEUTRAL] I can give it to you if you would like.
[CUSTOMER][POSITIVE] Yeah, let me write that down because I'm, I love our claim images. I cannot find it to start off with. I have to dig for it.
[AGENT][NEUTRAL] Yes, ma'am. It's 60801.
[CUSTOMER][NEUTRAL] Alright, and just to make sure I do have the card on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we show the card stating to send paper claims if need be to [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] Alright, and I'll check all that and see um uh we'll see about getting this resubmitted and just need the reference number for the call I'll give them.
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with, Miss [PII] before we go?
[CUSTOMER][NEUTRAL] Yes ma'am, that was it.
[AGENT][POSITIVE] OK. Well, you have a wonderful rest of your week and thank you for calling APL, ma'am.
[CUSTOMER][POSITIVE] Thank you. Mm bye.
[AGENT][NEUTRAL] Bye-bye.