AccountId: 011433970860
ContactId: b6d5db1b-911d-4d93-b5dd-0a757128b2d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271170 ms
Total Talk Time (AGENT): 55879 ms
Total Talk Time (CUSTOMER): 70864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/b6d5db1b-911d-4d93-b5dd-0a757128b2d1_20250328T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Mercy Clinic Southeast. and I'm looking for a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 650641.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name is [PII] and the last name is [PII] and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the bill amount?
[CUSTOMER][NEUTRAL] $1,085 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me pull this up. Hold on one moment, please.
[AGENT][NEUTRAL] Uh, looks like that was processed and we made a payment to the patient.
[CUSTOMER][NEUTRAL] when this was processed?
[AGENT][NEUTRAL] Uh, it was processed on.
[AGENT][NEUTRAL] It's received 11-182024 and that was uh paid on 11-202024.
[CUSTOMER][NEUTRAL] 11
[AGENT][NEUTRAL] 11:20 2024.
[CUSTOMER][NEUTRAL] Uh, how much you paid?
[AGENT][NEUTRAL] 180
[CUSTOMER][NEUTRAL] Uh $180 even.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but as I check now, uh, the remaining balance is only $95.91.
[CUSTOMER][NEUTRAL] After the payment of primary, this is the remaining amount you said that uh you paid $180 saving.
[CUSTOMER][NEUTRAL] Previously I called on, let me check the date on uh [PII], uh 1 of your representative uh representatives said that this claim is still in process at that time.
[AGENT][NEUTRAL] Uh, they may have been looking at a duplicate because they're, we received a second claim.
[AGENT][NEUTRAL] That's may have been what they were looking at.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is the 2nd claim.
[AGENT][NEUTRAL] Uh, this claim is the first claim.
[CUSTOMER][NEUTRAL] OK, may I have your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] May I have your first initial and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you help me with the call reference number?
[AGENT][NEUTRAL] Uh, reference number is my first name, last initial, and today's date. And can I help with anything else today?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much for your help.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Bye. Have a good day.