AccountId: 011433970860
ContactId: b20e08d8-d643-4e2f-a888-ade8bf329934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351040 ms
Total Talk Time (AGENT): 86290 ms
Total Talk Time (CUSTOMER): 59212 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/b20e08d8-d643-4e2f-a888-ade8bf329934_20250312T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from San Luis Valley Health. I'm calling to check on the claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim status, Ms. [PII], uh.
[AGENT][NEUTRAL] Call back number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] That is um policy 01846390 and it's [PII] [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and then what is the data service for the claim?
[CUSTOMER][NEUTRAL] That was 129-24.
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] The bill amount of 49 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, so they left, um, a remaining deductible of 1,397.
[AGENT][NEUTRAL] Thank you, and you said that you're calling from Seminole Valley Health, is that correct?
[CUSTOMER][NEUTRAL] That's San Luis Valley Health.
[AGENT][NEGATIVE] Oh [PII], oh my goodness, I just destroyed that name. I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna look up this claim for you and I'll be right back. I'm gonna put you on a quick hold. Thank you.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I did file a claim. The claim number is.
[AGENT][NEUTRAL] 3573091.
[AGENT][NEUTRAL] The claim was paid on [PII].
[AGENT][NEUTRAL] Of 25.
[AGENT][NEUTRAL] In the amount of $13.09 7 cents.
[AGENT][NEUTRAL] With check number 2,032,060.
[CUSTOMER][NEUTRAL] 203-2060
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK and then can you tell me your name please?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] OK and then is there gonna be a reference number for this call?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, that should do it then thank you.
[AGENT][POSITIVE] You're very welcome I hope you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.