AccountId: 011433970860
ContactId: 9529c4e2-cbaf-4f00-b63f-6b372cddc608
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301720 ms
Total Talk Time (AGENT): 107116 ms
Total Talk Time (CUSTOMER): 114017 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/9529c4e2-cbaf-4f00-b63f-6b372cddc608_20250619T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I am calling from University of Global Hospital, checking status on a claim, if you could help me please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with client status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] direct.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02441193
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I'm gonna say it's [PII] [PII].
[AGENT][NEUTRAL] OK. And is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK. And what's the, uh, let's see, and what's the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Total charge 32,369 89 cents.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And just a little bit of information, EV, the last time we called was back in March and you all stated you didn't have the claim, so we faxed the claim in.
[CUSTOMER][NEUTRAL] So that was done on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who's the provider?
[CUSTOMER][NEUTRAL] And University of Louisville Hospital.
[CUSTOMER][NEUTRAL] Tax ID is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's for [PII] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I apologize, I don't show that claim on file, but the claim can be resubmitted and also it needs to be submitted under the correct policy number. Actually, the policy number that you gave me, it was for the dental policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, can you give me the correct ID number then?
[AGENT][NEUTRAL] Um, yes, ma'am. The correct policy number is 02441372.
[CUSTOMER][NEUTRAL] OK, and then can you give me the mailing address? Is it still gonna go to the [PII]?
[AGENT][NEUTRAL] Um, no, ma'am. For this policy, let me give you the mailing address and there's also a pair ID I can give you also.
[CUSTOMER][NEUTRAL] OK, I'll take all of it.
[AGENT][NEUTRAL] OK. The mailing address is [PII].
[AGENT][NEUTRAL] And that goes to [PII].
[AGENT][NEUTRAL] [PII] and [PII] is spelled [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, payer ID.
[AGENT][NEUTRAL] The pair ID is 64556.
[CUSTOMER][NEUTRAL] 645-56.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me look one more place before I get off the phone with you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So this was sent electronically.
[CUSTOMER][NEUTRAL] We send it electronically to the [PII].
[CUSTOMER][NEUTRAL] Um, on.
[CUSTOMER][NEUTRAL] I'm pulling up the date [PII], but you said you don't have it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right. I'm not showing it on file, but if you use that dental policy number, it probably got lost in the system. Unfortunately, I apologize. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] That makes sense. Alright, go ahead and give me a call reference number if you don't mind and then I will get this resubmitted.
[AGENT][NEUTRAL] I'm sure for the reference number, you can use my name and today's date. Um it's spelled [PII] Last initial is [PII], and today's date. Um is there anything else I can assist you with?
[CUSTOMER][POSITIVE] I spelled your first name just perfectly, so that was awesome. All right, now that's all I have. Thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Hm, thanks.