AccountId: 011433970860
ContactId: d8a230f0-0015-4b36-8a1f-f1695814619f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315660 ms
Total Talk Time (AGENT): 120006 ms
Total Talk Time (CUSTOMER): 96408 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d8a230f0-0015-4b36-8a1f-f1695814619f_20250122T15:24_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling with Prometica Monroe Regional Hospital in reference to a claim status.
[AGENT][POSITIVE] Oh, I'd love to help you with claim status today, Ms. [PII]. And do you mind if I snag a quick callback number for you?
[CUSTOMER][NEUTRAL] Sure. That is, uh sorry, I just got a new one. Let me just double check.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][POSITIVE] Thank you. It is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What's the member's policy number?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] Which one
[CUSTOMER][NEUTRAL] Sorry, it's 1, thank you. It's 144-0654.
[AGENT][POSITIVE] You're OK. No worries.
[AGENT][POSITIVE] Perfect. And let me get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and thank you for your patience. I think my system knows it's cold outside and it moves a little slower. Would you be able to verify for me, uh, your insured's uh first and last name and date of birth, please?
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I do see him here. Thank you. And what is the date of service on the claim we want to look at?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] 24 and then the bill amount?
[CUSTOMER][NEUTRAL] That bill the name is.
[CUSTOMER][NEUTRAL] Sorry, $487.
[AGENT][POSITIVE] 487 perfect and give me a moment to look into that for you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And you said [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'm not showing anything for that date of service on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm really sorry, but we don't have a timely filing limit. You're so welcome to resubmit that claim.
[CUSTOMER][NEUTRAL] OK, do you guys take fax or?
[AGENT][NEUTRAL] We do. We have fax, a payer ID and a mailing address, whichever one's best for you.
[CUSTOMER][NEUTRAL] OK, could I get all three just, just, just to have a rest for a reference.
[AGENT][NEUTRAL] Yeah, let's do it. So, our mailing address, you would address the APL claims.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Your banks.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And that's in [PII].
[AGENT][NEUTRAL] And then our zip code here is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And then nextly that fax number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have listed [PII], and that one you would make attention to claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then lastly is that electronic payer ID and we are 60801.
[CUSTOMER][NEUTRAL] 06.
[CUSTOMER][NEUTRAL] 60601.
[AGENT][NEUTRAL] No, I'm sorry, 60801.
[CUSTOMER][NEUTRAL] 8, you did say that. I, I thought there was an 8 in there OK, thank you.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yeah, it's my pleasure. Is there anything else I can do for you, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, what was your name again? I, I apologize.
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK and then is your call reference to your name in the today's date or?
[AGENT][NEUTRAL] Yes it is.
[CUSTOMER][POSITIVE] Awesome. OK, thank you so very much. I appreciate all your help.
[AGENT][POSITIVE] Oh, it's my pleasure thank you for calling APL and you have a fantastic day.
[CUSTOMER][POSITIVE] You too dear thanks bye bye.
[AGENT][POSITIVE] Thanks bye bye.