AccountId: 011433970860
ContactId: a3b1194a-73b9-4929-92b7-e9fd8744ca17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452320 ms
Total Talk Time (AGENT): 116072 ms
Total Talk Time (CUSTOMER): 148089 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a3b1194a-73b9-4929-92b7-e9fd8744ca17_20250220T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Emory University Hospital. How are you doing today?
[AGENT][NEUTRAL] I am fine, Miss. And you say your name is [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am fine, Ms. [PII], and yourself?
[CUSTOMER][NEUTRAL] I'm doing fine.
[CUSTOMER][NEUTRAL] Uh, would you say your name? Did you say your name was [PII]? What's your name?
[AGENT][NEUTRAL] Uh, [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] You did say that. OK, I thought it was me, I.
[AGENT][NEUTRAL] No, it's not you.
[CUSTOMER][NEUTRAL] All right, do you.
[CUSTOMER][NEUTRAL] I was like, no, because I had a colleague named [PII]. I said, did she say [PII]? Hey I get girl just showed up in my face, OK, I'm just saying. But anyway, [PII], how you doing today again? So [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm good, just freezing, trying to stay warm for sure.
[CUSTOMER][NEUTRAL] Yeah, me and you both, I know it's cold outside. Where you at? Where you located? I'm in [PII]. Where you at?
[AGENT][NEUTRAL] Uh, [PII] and it's, I think it's 23 degrees right now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 38. We, we right behind 38 here. No, I ain't going outside today. I went out yesterday.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, I had to go outside, but I was like dreading it, make sure my car was warmed up for sure.
[CUSTOMER][NEUTRAL] I know that's right, but [PII], I'm calling from Emory University Hos of Midtown and I'm calling because I need claim status, please, ma'am.
[AGENT][NEUTRAL] OK, I can verify that for you, Ms. [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have D as in David 43731509.
[AGENT][NEUTRAL] Uh, it's not one of our.
[CUSTOMER][NEUTRAL] By by.
[AGENT][NEUTRAL] Oh, I'm sorry. Well, I was gonna say it's not one of our policy numbers, but what's the patient's name?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You see if they got a car and he'll come to you the 2nd person about to 2 a person and.
[AGENT][NEUTRAL] And do you have that date of birth?
[CUSTOMER][NEUTRAL] [PII], they do not have a card on file so I can't do nothing.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII] 86.
[AGENT][NEUTRAL] It would help, huh?
[CUSTOMER][NEUTRAL] Yeah, I don't understand. It would help.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] See, and they're from [PII]. OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That data services is $115 to 116 2025. [PII] they claim for $7,0034.73.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And this is for a hospital charges or facility charges?
[CUSTOMER][NEUTRAL] Yes. The facility charges.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, we probably just received it. Give me one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] One moment, my computer is thinking.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, I forgot to ask you, Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII]. [PII], that's my direct number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Uh let's see, yeah.
[AGENT][NEUTRAL] Well, I don't show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] [PII] you said [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] OK, that is correct. Um, if you like, I can give you our fax number or uh payer ID number.
[CUSTOMER][NEUTRAL] They say that. What's that? No, no, no, what's that fax them? You get it with minute's time. What's that fax them.
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Uh, uh, [PII], uh, do I make this attention to the claims department or to whom? I'm just asking.
[AGENT][NEUTRAL] Uh, just claims department.
[CUSTOMER][NEUTRAL] OK, I'm gonna fax it over. Do I use your name, the today's date?
[AGENT][NEUTRAL] Uh, for reference, yes, ma'am. Uh, you don't need to put a reference for the claim, but just reference for the call.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You take care and have a blessed day. Thank you so much for that information.
[AGENT][POSITIVE] You are welcome, Ms. [PII], and thank you for calling APL. Stay warm.
[CUSTOMER][POSITIVE] You too you too bye bye bye.
[AGENT][NEUTRAL] Alright, bye.