AccountId: 011433970860
ContactId: ad1e60ed-3fa5-46f3-99c8-493f50e85dad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305019 ms
Total Talk Time (AGENT): 94220 ms
Total Talk Time (CUSTOMER): 108492 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/ad1e60ed-3fa5-46f3-99c8-493f50e85dad_20250116T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. My name is [PII]. I'm calling from Barnes Jewish West County Hospital, and I was trying to check the status of a medical claim we submitted for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's account number, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and it was 02263, I'm sorry, 02263101.
[CUSTOMER][NEUTRAL] Correct, uh huh.
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the bill amount of the claim?
[CUSTOMER][NEUTRAL] Data service [PII] to 24.
[CUSTOMER][NEUTRAL] And we bill $354 even.
[AGENT][NEUTRAL] OK, so that's for data service on [PII] for $354.
[CUSTOMER][POSITIVE] Uh, correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I am not showing a claim on file for that bill amount.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I thought it was sent electronically on December.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] The 24, um.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Is this for a facility or is it a professional?
[AGENT][NEUTRAL] VV
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Facility
[AGENT][NEUTRAL] The only claim that I should.
[CUSTOMER][NEUTRAL] Is the payer ID 6?
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Um, I was just gonna see if the payer ID, um, we submitted to is 60801.
[CUSTOMER][NEUTRAL] Is that a good way?
[AGENT][NEUTRAL] No, I don't show that we have that claim on file with that payer ID.
[CUSTOMER][NEUTRAL] Is that um a good payer ID or?
[CUSTOMER][NEUTRAL] Is there a different one that we should use?
[AGENT][NEUTRAL] I'm sorry, you were giving me the pay ID you said, what was that pay ID that you gave me?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, I do that is our payer ID number, but the claim that only claim that I show on file for the facility, um, it's a different bill amount that I showed that we did receive on the [PII].
[AGENT][NEUTRAL] Looks like the bill amount that I am showing is for $337.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, but, OK, so we can, we just need to resubmit it, um, but you did say that that's a good payer ID that we used.
[AGENT][NEUTRAL] Yes, that is the correct pay ID. Yes, the 60801 is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will resubmit the claim then and uh hopefully it gets to you guys this time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can also fax it to her if you want to. Would you like the fax number as well?
[CUSTOMER][POSITIVE] Oh thank you so much, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, yes please.
[AGENT][NEUTRAL] That fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it, thank you again um I'm sorry, do I put this to attention claims or?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] OK, got it, [PII], thank you so much.
[CUSTOMER][POSITIVE] Uh, no, ma'am, that was all. Thanks so much for, uh, looking into it with me and providing that information.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thanks bye.