AccountId: 011433970860
ContactId: b3524a19-6119-42fe-afc9-5ee4ae9865c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452250 ms
Total Talk Time (AGENT): 142299 ms
Total Talk Time (CUSTOMER): 77347 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b3524a19-6119-42fe-afc9-5ee4ae9865c1_20250325T13:13_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] calling from provider office looking for a claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 650641.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Claim number um.
[CUSTOMER][NEUTRAL] Give me a moment, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim number that I have is 3532498.
[AGENT][NEUTRAL] 353-249-8
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And can you verify the
[AGENT][NEUTRAL] Facility name and build amount?
[CUSTOMER][NEUTRAL] Southeast Missouri Hospital.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, bill amount
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's $1,085.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, now we do have a different facility name listed. What is the billing provider name?
[CUSTOMER][NEUTRAL] [PII], other name is uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mercy Linux Southeast.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right, and I can help you with that claim status, [PII]. We did receive that claim on [PII].
[AGENT][NEUTRAL] And processed on [PII].
[AGENT][NEUTRAL] With the payment of $180 I'm sorry, I, I'm sorry, I'm looking at the wrong claim.
[AGENT][NEUTRAL] Hang on just a second, I apologize.
[AGENT][NEUTRAL] And you said claim number 3532498?
[CUSTOMER][NEUTRAL] Let me confirm.
[CUSTOMER][NEUTRAL] 3532498.
[AGENT][NEUTRAL] OK, bear with me just one moment.
[AGENT][NEUTRAL] I'm checking. Hang on just a second.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright [PII], if you don't mind holding just one moment, let me get a representative to assist you with this OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Bear with me just one moment thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], I've got a provider on the line checking claim status, and I need to transfer this call if you don't mind.
[AGENT][NEUTRAL] I do have policy number 60641.
[AGENT][NEUTRAL] And the provider gave me claim number 3532498.
[CUSTOMER][NEUTRAL] I'm sorry, what was the policy number again?
[AGENT][NEUTRAL] 650.
[AGENT][NEUTRAL] 641 for [PII].
[CUSTOMER][NEUTRAL] OK, and you said they were just needing claim status?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] They were, they gave me that claim number 353.
[AGENT][NEUTRAL] 249 8.
[AGENT][NEUTRAL] And it looks like it was paid to the I don't know why the provider has that claim number if it was paid to the insured.
[CUSTOMER][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] And he gave me the claim number.
[CUSTOMER][NEUTRAL] OK, what was the name of the provider?
[AGENT][NEUTRAL] His name is [PII] and I have his callback number as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Callback number is [PII]. I'm sorry, let me check that again. I'm sorry, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you [PII], I appreciate it and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Oh thanks you too.
[AGENT][NEUTRAL] Let me get him on.
[AGENT][NEUTRAL] [PII], I have [PII] on the line. She's going to assist you further.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes, thank you for holding uh how can I help you today?
[CUSTOMER][NEUTRAL] Um, sorry, I'm looking for a claim status.
[CUSTOMER][NEUTRAL] OK, sure, can I, can you verify the claim number or date of service for me please?
[CUSTOMER][NEUTRAL] Claim number that I have is 3532.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 498.
[CUSTOMER][NEUTRAL] OK, so I take a look at that for you, bear with me just a moment please.