AccountId: 011433970860
ContactId: cd82c46c-e197-472d-b4a5-daef3dfb734c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266959 ms
Total Talk Time (AGENT): 71258 ms
Total Talk Time (CUSTOMER): 82497 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/cd82c46c-e197-472d-b4a5-daef3dfb734c_20250211T20:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] with um Jackson Madison County General Hospital. I'm trying to get some information on the status of the claim.
[AGENT][NEUTRAL] All right, [PII], Happy to check on a claim today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] That would be um 02502056.
[AGENT][NEUTRAL] All right, let me pull that up here.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you so much and then what is the data service we're looking for?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Do we have a bill amount?
[CUSTOMER][NEUTRAL] $33,890.
[AGENT][NEUTRAL] I apologize [PII], what was that range again? It was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, yeah, I had the [PII] written down. I just didn't write the [PII]. Let me see here.
[AGENT][NEUTRAL] Alright, yeah, I'm not showing any claims on file for that date range or those specific dates with that filled amount on file.
[CUSTOMER][NEUTRAL] Huh, well I mean it's last showing that it's it was accepted by the clearing house.
[CUSTOMER][NEUTRAL] And that was 61 days ago.
[AGENT][NEUTRAL] You don't have any claim numbers on your site or anything like that?
[CUSTOMER][NEUTRAL] Let me see if I can find anything here.
[CUSTOMER][NEUTRAL] No I don't have
[CUSTOMER][NEUTRAL] I'm not seeing anything as far as a claim number or.
[CUSTOMER][NEUTRAL] No ICN or anything.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Cause like I show.
[AGENT][NEUTRAL] I have some claims 10-11 through 1014.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] And then 10:22 through 10:28.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I wonder why it's jammed up in the clearinghouse and it probably just hasn't.
[CUSTOMER][NEUTRAL] Come your way yet.
[AGENT][NEUTRAL] Yeah, I just
[AGENT][NEGATIVE] Not seeing anything that matches up here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well that's, that's actually helpful.
[CUSTOMER][NEUTRAL] I see, yeah, yeah, not knowing where it's.
[CUSTOMER][NEUTRAL] We're not knowing where it's at is one thing, but at least we know it's not there, so it didn't make it that far so that that'll that'll help so.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] All right, well, I sure do appreciate all your help and you have a great rest of your day.
[AGENT][POSITIVE] You as well, [PII] thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Uh huh uh huh bye bye.