AccountId: 011433970860
ContactId: e6608ab9-afa8-48cf-afb8-6071648868a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354239 ms
Total Talk Time (AGENT): 145121 ms
Total Talk Time (CUSTOMER): 143651 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e6608ab9-afa8-48cf-afb8-6071648868a0_20250219T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII] Hi, my name is [PII] calling from Community Health Center of Southeast Kansas.
[CUSTOMER][NEUTRAL] Would you do me a favor first? Would you spell your first name, please?
[AGENT][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] And the first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII] [PII]. Sorry.
[AGENT][NEUTRAL] You're fine, [PII]. It's, it's Wednesday morning.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right. And uh my name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last initial is um [PII].
[AGENT][POSITIVE] Thank you, [PII] and what is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that is my direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number for the patient is 302-3836.
[AGENT][NEUTRAL] Is that a um.
[AGENT][NEUTRAL] Claim number or policy number?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Because that didn't pull up the policy.
[CUSTOMER][NEUTRAL] We have that as the policy number. Let me do a little bit of more research. Hold on.
[AGENT][NEUTRAL] Let me see if that is a claim number you wanna give that to me again?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 303
[CUSTOMER][NEUTRAL] Well, you know what?
[CUSTOMER][NEUTRAL] 302
[CUSTOMER][NEUTRAL] 3836
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yep, that's a claim number.
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's [PII]'s date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK. [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And how can I help you with, are, are you calling regarding this claim for [PII]?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII].
[CUSTOMER][NEUTRAL] And bear with me because I'm trying to find the actual payment.
[CUSTOMER][NEUTRAL] Or remit and it might take me a minute.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. Wrong 1. 1128706.
[CUSTOMER][NEGATIVE] I'm not having any luck at all. Um.
[AGENT][NEUTRAL] What um what's the facility name?
[CUSTOMER][NEUTRAL] Community Health Center of Southeast Kansas.
[AGENT][NEUTRAL] All right, let me see if this is.
[AGENT][NEUTRAL] OK, so we did receive that claim.
[AGENT][NEUTRAL] And it was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And processed on [PII].
[AGENT][NEGATIVE] Another claim was denied.
[AGENT][NEUTRAL] Because the services were rendered after the policy turned, we've not received premium for that data service, and Mr. [PII]'s policy actually turned on 10-24-2021.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can provide that claim number, [PII], if you need that.
[CUSTOMER][NEUTRAL] Yes please, what is your claim number?
[AGENT][NEUTRAL] The claim number is 3511252 and I never did give you his policy number. Do you need his policy number as well?
[CUSTOMER][NEUTRAL] No ma'am, because what I'm, uh, what I have to do is now find out if he had other insurance on that data service. I was really calling just to because it we received the denial and it did say that you all hadn't received any premiums and we haven't worked it since, so I was just trying to verify whether or not um he had made a payment yet.
[CUSTOMER][NEUTRAL] And that you all were gonna reprocess it, but it doesn't look like that. I mean, especially if the policy turned 1024 of 21, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That is pretty much what I needed from you and then I'm gonna call the patient and see what's going on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, do you have a call reference for today's call, [PII]?
[AGENT][NEUTRAL] Code reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][POSITIVE] And then today's date is [PII]. Thank you so much for your help today. I really appreciate it, [PII], and enjoy the rest of your day. Try to stay warm.
[AGENT][POSITIVE] I hope you do too, [PII]. You stayed warm too because everybody's cold.
[CUSTOMER][NEUTRAL] Yes ma'am, it's still snowing here, so.
[AGENT][NEUTRAL] Is it snowing? We just get cold. We don't get anything pretty to look at.
[CUSTOMER][POSITIVE] Oh yeah, I, I mean, it's been snowing for 2 days now, so it's pretty.
[AGENT][POSITIVE] Yeah, it's good to look at.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] I'm down in I'm down in [PII] and when it snows in [PII], it snows anywhere but where I am.
[AGENT][NEUTRAL] Seems like
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] It's like I'm stuck in this hole and never get to see anything pretty, but that's OK, whatever. I'm just waiting for the warm weather again.
[CUSTOMER][NEUTRAL] Right, me too.
[CUSTOMER][POSITIVE] All right, my dear. Well, thank you so much. You have a great one.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you.
[AGENT][POSITIVE] I hope you do too, and thank you for calling APL. You have to take care. Have a great day and take care.
[CUSTOMER][POSITIVE] You too alright bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.