AccountId: 011433970860
ContactId: e749ed06-e75a-4f61-b51b-5bb95508e5ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329260 ms
Total Talk Time (AGENT): 130202 ms
Total Talk Time (CUSTOMER): 118582 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/e749ed06-e75a-4f61-b51b-5bb95508e5ce_20250310T14:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] calling from Proder office checking on claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Is policy number going to be 01912876 M as in Mike L as in Lima?
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes it's going to be [PII].
[AGENT][NEUTRAL] That's your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me that one more time. [PII]. OK, you put a 1 in front, got it, thank you.
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Verify the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you. And you said you're checking date of service for if you can provide the date of service, I mean a claim status, if you can provide the date of service and total charge.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] It's, it's [PII] with charge amount of $4,476.61.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this a facility charge?
[CUSTOMER][NEUTRAL] It's hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the claim documentation was received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] processed [PII].
[AGENT][NEUTRAL] Um, showing a payment of $150.
[AGENT][NEUTRAL] Um, the check number would be 202.
[AGENT][NEUTRAL] 6252.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it processed under claim number.
[AGENT][NEUTRAL] 35599.
[AGENT][NEUTRAL] 82.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 3559982
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, when was the check issue date?
[CUSTOMER][NEUTRAL] Check, check.
[AGENT][NEUTRAL] The date that it was processed on [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Cos probably fine.
[CUSTOMER][NEUTRAL] OK. And as well, and when it was cashed.
[AGENT][NEUTRAL] Yeah, what's your billing address?
[CUSTOMER][NEUTRAL] Yeah, it's going to be.
[CUSTOMER][NEUTRAL] Holy Cross Hospital [PII].
[AGENT][NEUTRAL] I have [PII] as the zip code. The PO box is correct and that's where it was mailed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and can I get the cash date for this one?
[AGENT][NEUTRAL] I'm not I still show it outstanding.
[CUSTOMER][NEUTRAL] Uh, still in pending.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um spending.
[CUSTOMER][NEUTRAL] So, could you please uh send the UB for me for this one?
[AGENT][NEUTRAL] It was actually mailed with a check. Um, you can download it from our online service center at [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I can help you set that account up if you would like.
[CUSTOMER][NEUTRAL] Uh, could you please repeat once again the portal name?
[AGENT][NEUTRAL] Sure. Uh, first word is secured, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. You don't have access for to send uh your with through fax, right?
[AGENT][NEUTRAL] We can, but we also offer the online service center as well because it's already been mailed.
[CUSTOMER][NEUTRAL] No, I, uh, what, uh, it's already made to provider address.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Thank you. And can I get your name one more time?
[AGENT][NEUTRAL] Mhm. You'll use my name and today's date as your reference. It's [PII]
[AGENT][NEUTRAL] First initial and last name is [PII]. And did you have any other questions I could help out with today, [PII]?
[CUSTOMER][POSITIVE] Uh, OK. Thank you, [PII]. Thank you for assisting me. Have a great week. Take care.
[AGENT][POSITIVE] You too, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK. Bye-bye. Bye-bye.