AccountId: 011433970860
ContactId: e13592df-faa5-493d-b005-293662307621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143750 ms
Total Talk Time (AGENT): 47170 ms
Total Talk Time (CUSTOMER): 65112 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e13592df-faa5-493d-b005-293662307621_20250619T18:21_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Homestead Hospital checking the status on the claim.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have your the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My number is [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you and [PII], what is the policy number of the member that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] It is 02519107.
[AGENT][NEUTRAL] Thank you, can you verify the patient's name and date of birth, and I'll be able to assist with the claim status.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And [PII], what is the date of service that you're calling to check the status for?
[CUSTOMER][NEUTRAL] Uh, [PII] $5,518 for the total bill charges.
[AGENT][NEUTRAL] What was the bill amount? You said 5000?
[CUSTOMER][NEUTRAL] Uh-huh. Oh.
[CUSTOMER][NEUTRAL] $5,518.
[AGENT][NEUTRAL] The phone
[AGENT][NEUTRAL] I'm not showing a claim on file.
[AGENT][NEUTRAL] Can you verify where you submitted that claim to?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, [PII] said she sent it via fax back on the [PII] to [PII].
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] That's our correct fax number, however, there is no claim on file. Would you like the payer ID?
[CUSTOMER][NEUTRAL] Um, no, I'll just go ahead and fax it myself, um, to that number again because.
[CUSTOMER][POSITIVE] Easier that way.
[AGENT][NEUTRAL] You did say 187736-59423 attention claims department.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, so that is the correct fax number. However, we have no claim on file. [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.