AccountId: 011433970860
ContactId: a33a6127-5efb-45c8-ac65-bc7fd543abe1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209179 ms
Total Talk Time (AGENT): 88806 ms
Total Talk Time (CUSTOMER): 60805 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a33a6127-5efb-45c8-ac65-bc7fd543abe1_20250210T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, ma'am. My name is uh [PII] calling from SC provider's office, ma'am, for checking claims. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] Real
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 02150874
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and verify that patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] and the amount of
[CUSTOMER][NEUTRAL] $637 even.
[AGENT][NEUTRAL] And do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Yes, ma'am, which is $394.94.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, please.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Uh, Mercy Hospital, ma'am.
[AGENT][NEUTRAL] I'm sorry, say again you're calling from again?
[CUSTOMER][NEUTRAL] Mercy Hospital Saint Louis.
[AGENT][NEUTRAL] OK. I'm showing that claim process as the amount of 39494 was applied towards the insured outpatient deductible.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] 346-713-7.
[CUSTOMER][NEUTRAL] 113467136.
[AGENT][NEUTRAL] 373467137.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Ma'am, could you please send the DOP through fax?
[AGENT][NEUTRAL] OK, and let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at secured. [PII]. And what is the fax number?
[CUSTOMER][NEUTRAL] Request.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, give that to me one more time, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh sorry, [PII].
[AGENT][NEUTRAL] [PII]. OK, and just put it to your attention.
[CUSTOMER][NEUTRAL] Yes, ma'am, my attention. My name.
[AGENT][NEUTRAL] OK. OK, and [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Could you please provide me the card reference number for this one?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, ma'am?
[AGENT][NEUTRAL] It's [PII], last [PII].
[CUSTOMER][POSITIVE] OK. Thank you, ma'am. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.