AccountId: 011433970860
ContactId: 9d23d3b2-952c-490d-98ed-b63647b88fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498359 ms
Total Talk Time (AGENT): 117562 ms
Total Talk Time (CUSTOMER): 103188 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/9d23d3b2-952c-490d-98ed-b63647b88fcf_20250423T21:23_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling you from office to get the claim status. How do you spell your name?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Why and I can help with claim status. Can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The uh callback number is [PII]. Your name is [PII], right?
[AGENT][NEUTRAL] No, it's [PII], it's [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, nice name, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then, um, to start, what is, uh, the patient's name, date of birth, and policy number that's under.
[CUSTOMER][NEUTRAL] Fisher name is [PII], and date of birth is [PII]. And the member ID is
[CUSTOMER][NEUTRAL] 020
[CUSTOMER][NEUTRAL] 13249.
[AGENT][NEUTRAL] OK, look that up real quick.
[AGENT][NEUTRAL] OK, and then, um, can you please give me the date of the service charge amount?
[CUSTOMER][NEGATIVE] Yeah, date of service is, your voice is breaking too much. The date of service is [PII] and the total charges are
[CUSTOMER][NEUTRAL] $7,774.12.
[AGENT][NEUTRAL] Thank you and that's the charges after the primary insurance paid.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] The charges after [PII] paid?
[CUSTOMER][NEUTRAL] Yeah, actually I have information that under the claim number.
[CUSTOMER][NEUTRAL] 356-598-8. It was paid on [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] and paid amount is.
[CUSTOMER][NEUTRAL] $2,932.
[CUSTOMER][NEUTRAL] Even
[CUSTOMER][NEUTRAL] And no PR by single check. So, but I want to know the check information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I can look that up for you. Um, let me put the claim real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] I am calling you from.
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] Extension
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Extension uh heart Emerald Coast.
[AGENT][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] OK, I'm searching the information now for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um, you are correct the name was paid $2,972 with check number.
[AGENT][NEUTRAL] 202-9100.
[CUSTOMER][NEUTRAL] Can you repeat it again?
[AGENT][NEUTRAL] The claim went to Ascension.
[AGENT][NEUTRAL] Check numbers 202.
[CUSTOMER][NEUTRAL] Check number?
[AGENT][NEUTRAL] 202-9100.
[AGENT][NEUTRAL] The claim was issued on [PII].
[AGENT][NEUTRAL] It went to.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it was a single check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. uh call reference number, please.
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] I want to request you via fax.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get this right.
[AGENT][POSITIVE] Thank you sir. I'm gonna put you on a quick hold while I get this ready for you and I'll be right back sir.
[CUSTOMER][NEUTRAL] Sure. Sure. Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.