AccountId: 011433970860
ContactId: 9a9094f1-16b9-42d6-ae4e-e04961cf98e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575150 ms
Total Talk Time (AGENT): 119439 ms
Total Talk Time (CUSTOMER): 104945 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9a9094f1-16b9-42d6-ae4e-e04961cf98e7_20250516T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I?
[AGENT][NEUTRAL] Up you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah [PII], my name is [PII]. I'm calling from SSM Health.
[CUSTOMER][NEUTRAL] And I need to check the status of the claim on a patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with um claim status. May I please get your callback number just in case the call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is um the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Patient's policy number is 02144068.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and then may I please get the data service and the charge amount?
[CUSTOMER][NEUTRAL] 125 of 23. I know that's crazy.
[CUSTOMER][NEUTRAL] Bill amount is $6,185.60.
[AGENT][NEUTRAL] OK, and what were the charges after the primary insurance paid?
[CUSTOMER][NEUTRAL] Uh, $1,04.89.
[AGENT][NEUTRAL] OK, and then Miss [PII], can I have the name of the what you said you were calling from SSM Health, is that correct?
[CUSTOMER][NEUTRAL] Yes, SSM Health Cardinal Glen and Hospital in [PII].
[AGENT][NEUTRAL] OK, alright, I am going to put you on a quick hold, Miss [PII], while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Miss [PII], for holding for me. I've got the claim information for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 3.
[AGENT][NEUTRAL] 357-779-6.
[CUSTOMER][NEUTRAL] Can, I missed part of that cause you were cutting out.
[AGENT][NEUTRAL] And the claim has been denied.
[AGENT][NEUTRAL] Oh, I'm sorry, it's 35.
[CUSTOMER][NEUTRAL] Can you repeat the claim number? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am. 357-779-6.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was denied because the primary insurance provided full benefits therefore nothing was left to pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any way I could get a copy of that sent over to me?
[AGENT][POSITIVE] Absolutely, what's your fax number?
[CUSTOMER][NEUTRAL] 6 or um I'm sorry, 314.
[CUSTOMER][NEUTRAL] 989-672-6
[CUSTOMER][NEUTRAL] And if you could put that to attention, [PII].
[AGENT][NEUTRAL] OK. I'm gonna put you on a, mhm.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] If you could put it to attention, [PII].
[AGENT][POSITIVE] Yes ma'am, I can do that and I'm gonna put you on a quick hold while I get this fax ready and I'll be right back with you, Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, come on.
[AGENT][POSITIVE] Thank you Miss [PII] for holding for me I'm sorry it took a little bit for my computer to pull it up but we've got it on its way to you now.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK. All righty. And what was your name? I'm sorry?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Alrighty well thank you very much I appreciate your help.
[AGENT][POSITIVE] Thank you Miss [PII]. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Uh huh thank you. You have a good weekend as well bye.