AccountId: 011433970860
ContactId: e6f04e07-ccaa-4082-aa09-c36cc90bc864
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264839 ms
Total Talk Time (AGENT): 83606 ms
Total Talk Time (CUSTOMER): 85960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e6f04e07-ccaa-4082-aa09-c36cc90bc864_20250505T13:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from Elmhurst Memorial Hospital and I was trying to get more information about a claim.
[AGENT][NEUTRAL] All right, I'm happy to check on a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that? The line cut off.
[AGENT][NEUTRAL] Oh, no problem. Do you have the patient's policy number?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh sure, it is 020.
[CUSTOMER][NEUTRAL] 45049 M as in Mike L as in Lima.
[CUSTOMER][NEUTRAL] And then number 8.
[AGENT][POSITIVE] Thank you, [PII], and do you have a good callback number?
[CUSTOMER][NEUTRAL] Thank you [PII], and do you have a good call back number? [PII].
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then date of service?
[CUSTOMER][NEUTRAL] the service
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then what's the bill amount?
[CUSTOMER][NEUTRAL] And then what's bills
[CUSTOMER][NEUTRAL] It is $1,578 even.
[AGENT][POSITIVE] All right, thank you so much. Give me just one moment while I take a look here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], do we by chance have a different amount after the primary paid?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, yes, $655.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, I appreciate your patience on this. So it looks like we did receive a claim for this state of service. Let me get the received date for you, one moment.
[CUSTOMER][POSITIVE] I appreciate your patience
[CUSTOMER][NEUTRAL] So let's uh.
[AGENT][NEUTRAL] Claim was received [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] There was a benefit payment made in the amount of $655 that was processed [PII].
[CUSTOMER][NEUTRAL] OK, and what that issue, uh, via EFT or check?
[AGENT][NEUTRAL] It was um issued as a single paper check.
[CUSTOMER][NEUTRAL] It was issued.
[CUSTOMER][NEUTRAL] OK, and has the check been cashed already?
[AGENT][NEUTRAL] Let me check that for you. One moment.
[AGENT][POSITIVE] Looks like the check is still showing outstanding.
[CUSTOMER][NEUTRAL] Looks like the.
[CUSTOMER][NEUTRAL] OK, and may I know to what address it was uh sent to?
[AGENT][NEUTRAL] Absolutely. It was sent to Elmhurst Memorial Hospital [PII].
[CUSTOMER][POSITIVE] Thank you, um, that will be all the information I needed for today's call. Thank you for your help and I hope you have a good rest of your day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.