AccountId: 011433970860
ContactId: d298cae8-000a-4063-accd-4f7f76b159af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240210 ms
Total Talk Time (AGENT): 87746 ms
Total Talk Time (CUSTOMER): 76289 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d298cae8-000a-4063-accd-4f7f76b159af_20250109T13:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] On APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from VHS Brownsville Hospital to check on the medical records you submitted.
[AGENT][NEUTRAL] OK, so you're calling in regards to some medical records that we submitted to you?
[CUSTOMER][NEUTRAL] No, we are the one who submitted to you.
[AGENT][NEUTRAL] OK. So you're just trying to verify that we received the medical records?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that [PII]. And in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. It's [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 018688884.
[AGENT][NEUTRAL] Thinking it was 01868884.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] or [PII], and the date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And when was the medical records submitted to us?
[CUSTOMER][NEUTRAL] On [PII] via mail.
[AGENT][NEUTRAL] I do not show that we've received any medical records.
[CUSTOMER][NEUTRAL] OK, but there's a phone call made here on [PII] that it was received and still in process.
[AGENT][NEUTRAL] I don't show any medical records. What is the data service that it's in regards to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. So [PII]. Let me take a further look.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey look at
[AGENT][NEUTRAL] I do not show that we received medical records. The only thing that I showed that we received um last um is in April was the, the UV for that data service. I don't show any record of any medical records received. Nothing's been received under this policy since [PII].
[CUSTOMER][NEUTRAL] OK, um, and may I know when did you receive the claim?
[CUSTOMER][NEUTRAL] Hello there
[AGENT][NEUTRAL] The claim was received on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and also would like.
[AGENT][NEUTRAL] And that was the last time anything was received under this policy.
[CUSTOMER][NEUTRAL] And I'm gonna go there
[CUSTOMER][NEUTRAL] OK, sure, um, I would like to ask if what is the correct mailing address for medical records submission?
[AGENT][NEUTRAL] Our claims address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I will take note of that and the call reference number please.
[AGENT][NEUTRAL] It'd be just my name and that's [PII] spelled [PII] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That would be all [PII], have a good day.
[AGENT][POSITIVE] OK, you too, thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.