AccountId: 011433970860
ContactId: 92ea48d0-d685-4c5c-b3b6-dda00756f0af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358950 ms
Total Talk Time (AGENT): 142873 ms
Total Talk Time (CUSTOMER): 152531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/92ea48d0-d685-4c5c-b3b6-dda00756f0af_20250227T19:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII], and I'm calling from Fostoria Hospital. I have a check that I need a little more information on so I can get it posted correctly.
[AGENT][NEUTRAL] All right. And do you have the policy number or just the check number?
[CUSTOMER][NEUTRAL] Um, let me see, I do have a policy number 02544385.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I also have the check number too.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it looks like it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, date of birth, I'm not quite sure because well I would assume it's [PII].
[AGENT][POSITIVE] Sounds good to me.
[CUSTOMER][NEGATIVE] You're giving us a $50 bill or a $50 check, and he has 4 different accounts for that data service and I just don't know which one you want it applied to.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What is the check number?
[CUSTOMER][NEUTRAL] 202-776-8
[CUSTOMER][NEUTRAL] Usually our account numbers begin with like a 3 or an H or a P.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought you
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you said 2027768 and the amount of $50?
[CUSTOMER][NEUTRAL] 202-776850 dollars yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me because let me get that information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Trying to get that policy pulled up and see what that check was for.
[AGENT][NEUTRAL] You know what,
[AGENT][NEUTRAL] Hang on just a second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so that was issued on [PII].
[CUSTOMER][NEUTRAL] Um, it looks like it, yep.
[CUSTOMER][NEUTRAL] And it ran electronic or ran um directly to our bank so they've already processed it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm just trying to
[CUSTOMER][NEUTRAL] Get it posted.
[AGENT][NEUTRAL] I'm trying to figure out which claim was processed on the [PII].
[CUSTOMER][NEUTRAL] Yeah, it says the description just says outpatient accident sick treatment ER so we have two outpatients and I have an ER visit.
[CUSTOMER][NEUTRAL] So I just don't know where you.
[AGENT][NEUTRAL] And was that date of service for February, I'm sorry, what was the date of service?
[CUSTOMER][NEUTRAL] Um, it looks like [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Excuse me, I am so sorry.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Got that springtime.
[CUSTOMER][NEUTRAL] You sit on the phone and talk all day.
[AGENT][NEUTRAL] Yeah, and it's just like, my voice is like.
[CUSTOMER][NEUTRAL] Allergies?
[AGENT][NEUTRAL] Mhm. You know, in the fall, you have the fall stuff and then spring spring stuff.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's a never ending list.
[CUSTOMER][MIXED] I'm just ready for some of that spring stuff. I'm sick of this winter stuff.
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] Are you, um, promedic of Astoria Hospital?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So this was applied to his looks like.
[AGENT][NEUTRAL] Um let's see, an emergency room visit?
[CUSTOMER][NEUTRAL] Does it show an account number like.
[AGENT][NEUTRAL] I'm getting that claim pulled up.
[CUSTOMER][NEUTRAL] Possibly
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I gotta get the image pulled up. Bear with me. Now that we found that.
[AGENT][NEUTRAL] We can go further.
[AGENT][NEUTRAL] Let's see if I can see an account number.
[CUSTOMER][NEUTRAL] It's like probably 3187 maybe.
[CUSTOMER][NEUTRAL] Well I might start with a P.
[CUSTOMER][NEUTRAL] 30 something maybe.
[AGENT][NEUTRAL] Uh, could it, this is cut off, so I'm trying.
[CUSTOMER][NEUTRAL] Start with an H.
[AGENT][NEUTRAL] I'm trying to, what about 203? I don't know if that's uh could it start with 203?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, not normally.
[CUSTOMER][NEUTRAL] Does it have a bill charge amount like.
[AGENT][NEUTRAL] It looks
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $131 or $692?
[AGENT][NEUTRAL] Well, of course it doesn't have a total amount.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, that's like
[CUSTOMER][POSITIVE] I mean I could apply it to any of them that have that data service if you want me to, but I'm just trying to make sure it gets posted so he's happy.
[AGENT][NEUTRAL] Let's see, for the general emergency room, a CT body scan.
[AGENT][NEUTRAL] Laboratory, IV pharmacy, treatment room.
[AGENT][NEUTRAL] I've got some CPT codes. Looks like the facil this is on a facility a UBO4.
[CUSTOMER][NEUTRAL] I would say that's probably.
[CUSTOMER][NEUTRAL] So it's probably like.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] $7000 bill.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, I can add it up hang on just. Well, there's one charge for the emergency room for 20.
[CUSTOMER][NEUTRAL] I'm trying to
[AGENT][NEUTRAL] Um, 2092. Yeah, I can add it up for you. Hang on just a second.
[CUSTOMER][NEUTRAL] 2000 yep, OK, I know where it goes then I got it.
[AGENT][NEUTRAL] You got it?
[CUSTOMER][POSITIVE] Yeah I've got it that's all I needed I will apply it to that thank you so much.
[AGENT][POSITIVE] Well, good.
[AGENT][NEUTRAL] And did you need the claim number or anything?
[CUSTOMER][NEUTRAL] No, I just needed that. I've got all your info. I just needed my info.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to assist you and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you for your help have a good one bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.