AccountId: 011433970860
ContactId: 9032ffea-9829-41c7-8ab6-74a05afbcabc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365970 ms
Total Talk Time (AGENT): 109332 ms
Total Talk Time (CUSTOMER): 80008 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9032ffea-9829-41c7-8ab6-74a05afbcabc_20250318T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Southeast Iowa Regional Medical Center and I wanted to check on a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with a claim and you said that you were with Southeast Iowa Medical Center. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK good alright and then what is your callback number please just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] policy number 01848865.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and then can you give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Um, data service is [PII], um, total bill amount $504.
[AGENT][NEUTRAL] OK, and then what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, the leftover is 42,840.
[AGENT][NEUTRAL] OK, thank you. Alright, and we're looking for claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is Toy back with you again. So looking on data service of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am not finding the claim on file for that date of service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I sent it twice, so I'm not really sure what I can do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look here and see if we've received anything.
[CUSTOMER][NEUTRAL] I even like uh I even sent it again on um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], let me see.
[CUSTOMER][NEUTRAL] [PII] or MS [PII]
[AGENT][NEUTRAL] OK, so that post office box is no longer our post office box. Um, we got a new one about 2 years ago. Let me give that to you so you can have the correct place to send the claim.
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, so you send it to [PII] at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[CUSTOMER][NEUTRAL] So that's [PII].
[AGENT][POSITIVE] Yes, ma'am. That's right.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] All right, I will be resending it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else Miss [PII] I can help you with before we go?
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful rest of your day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.