AccountId: 011433970860
ContactId: b760ef7b-9fa1-4504-87fb-05fa4ba15449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458820 ms
Total Talk Time (AGENT): 114935 ms
Total Talk Time (CUSTOMER): 103341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b760ef7b-9fa1-4504-87fb-05fa4ba15449_20250114T15:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the business office of VHS Brownsville Hospital to check on a claim status.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim status. Can you please um give me your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, sure, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, this is for [PII].
[AGENT][NEUTRAL] OK, and what is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] 01868783.
[AGENT][NEUTRAL] 0186878C.
[CUSTOMER][NEUTRAL] 83.
[AGENT][NEUTRAL] 83 OK let me pull that policy in real quick.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is Norma's data service?
[CUSTOMER][NEUTRAL] Um, [PII] until [PII].
[AGENT][NEUTRAL] OK, and then what is the charge amount please?
[CUSTOMER][NEUTRAL] Um bill amount is 9,907.
[CUSTOMER][NEUTRAL] $99,071 even.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount after the primary and paid their part?
[CUSTOMER][NEUTRAL] For a moment.
[CUSTOMER][NEUTRAL] Um, it's still the same, 99 $99,0001.
[AGENT][NEUTRAL] OK thank you and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Um, this is, um, BHS Brownsville Hospital.
[AGENT][NEUTRAL] Brownsville, OK.
[AGENT][NEUTRAL] Alright Miss [PII] I'm gonna put you on a brief hold while I look this claim up for you and I will be right back.
[CUSTOMER][POSITIVE] OK. Take your time.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Dang it.
[AGENT][NEUTRAL] 255
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me Miss [PII]. I did find the claim um it is for a different amount though the um claim was paid.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And let me give you the claim number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 355-0849.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It was paid
[AGENT][NEUTRAL] $2550.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And let me give you, let's see.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] It was
[AGENT][NEUTRAL] It was paid on 113.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, 113 of 2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we're gonna get
[AGENT][NEUTRAL] To VHLHS Brownsville Hospital.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the check has not cleared yet as it's just been released yesterday.
[CUSTOMER][NEUTRAL] Um, can I have the check number?
[AGENT][NEUTRAL] Yes, ma'am. It's 202259-8.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 59820225. OK, um, for, uh, can I have your first name again?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh for a moment.
[CUSTOMER][NEUTRAL] OK, um, OK, [PII], I think, um, that will be all. Lastly, can I have the uh call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK. Thank you, [PII] for uh taking my call. Have a great day.
[AGENT][POSITIVE] You too, [PII] you have a great one also and thank you so much for calling APL.