AccountId: 011433970860
ContactId: be0200c9-8103-4a87-b348-5c9ff8b885a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190520 ms
Total Talk Time (AGENT): 51772 ms
Total Talk Time (CUSTOMER): 71270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/be0200c9-8103-4a87-b348-5c9ff8b885a5_20250214T21:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from Homestead Hospital to get the status of a claim submitted.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. um can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] The first name is spelled [PII]
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And patients policy number?
[CUSTOMER][NEUTRAL] 02389215
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $3,556 even.
[AGENT][NEUTRAL] OK and then what is the charges after primary paid their part?
[CUSTOMER][NEUTRAL] $250.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Ms. [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] looking on data service of [PII]. I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One second go back to the notes.
[CUSTOMER][NEUTRAL] They said they faxed it on, they back on [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is that a good fax number?
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right, I'll go ahead and send it again. Uh, I think they sent it with several other claims, maybe got lost in the shuffle.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right. All right, thanks, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. You, thanks for calling APL. You have a good weekend. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] You too, bye-bye.