AccountId: 011433970860
ContactId: da097d62-b534-4a9d-8fca-07c34dc7afd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327029 ms
Total Talk Time (AGENT): 83655 ms
Total Talk Time (CUSTOMER): 79518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/da097d62-b534-4a9d-8fca-07c34dc7afd5_20250605T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII]. I'm calling from Walker Baptist Medical Center. Um, I need to verify if you received the claim that we tried to send out to you.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Thank you. And then what is the uh the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], that's [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] And that policy ID is 02609441.
[AGENT][NEUTRAL] OK, let me pull up [PII] real quick.
[AGENT][NEUTRAL] Alright and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Data services [PII].
[CUSTOMER][NEUTRAL] Billed amount is $53,517.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Ms. [PII] for holding for me. So looking on the data service of [PII] for [PII], I do not find a claim on file for your facility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you give me the mailing address?
[AGENT][NEUTRAL] Yes ma'am it's.
[CUSTOMER][NEUTRAL] To send a claim?
[AGENT][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and so that [PII] was [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, and do you give reference numbers?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, one other thing I need to, so her benefits are, are active on the [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Yes ma'am, um, the effective date of her policy is [PII] and the policy is active.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][POSITIVE] You're welcome you take care and have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.