AccountId: 011433970860
ContactId: b021dc5e-1ff8-47a4-87f6-875ccaf0100b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249330 ms
Total Talk Time (AGENT): 82179 ms
Total Talk Time (CUSTOMER): 56722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b021dc5e-1ff8-47a4-87f6-875ccaf0100b_20250529T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. May I please get your callback number, ma'am?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02061687.
[AGENT][NEUTRAL] OK, let me pull up his policy.
[AGENT][NEUTRAL] Alright, and then what's [PII]'s date of service and charge amount?
[CUSTOMER][NEUTRAL] It's [PII] for $15,564.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $4,179.01.
[AGENT][NEUTRAL] Thank you, and then may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, McCloud Regional Medical Center.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a quick hold while I look up this claim for you and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, Ms. [PII] for holding for me. So, looking on [PII] for date of service of [PII], I do not see a claim on file for that date of service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, do you guys accept electronic claims?
[AGENT][NEUTRAL] Yes, ma'am. I can give you the payer ID number.
[CUSTOMER][POSITIVE] OK, that would be great. Thank you.
[AGENT][NEUTRAL] Oh, you're welcome. It's 60801.
[CUSTOMER][NEUTRAL] And what is the mailing address for the claim?
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII]. Yes, ma'am. The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I just need a call reference number.
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much you have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you so much for calling APL. You take care.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too bye bye.