AccountId: 011433970860
ContactId: e9bbea4b-8b3c-4c79-ad4e-983eac165896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163720 ms
Total Talk Time (AGENT): 38160 ms
Total Talk Time (CUSTOMER): 62203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/e9bbea4b-8b3c-4c79-ad4e-983eac165896_20250430T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from McCloud Sea Coast Hospital Business office. I'm checking to see if you have a claim on file and to know if it's in processing.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number, please?
[CUSTOMER][NEUTRAL] My direct number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Let me get that policy number is 02506216.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] And bill charges and date of service?
[CUSTOMER][NEUTRAL] Uh, $6,402 and it's for data service 225 of $25.
[CUSTOMER][NEUTRAL] And we mailed it on [PII].
[AGENT][NEUTRAL] Uh, give me one moment, looking at the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like we only have the physician charge, not the facility.
[CUSTOMER][NEUTRAL] OK, so the address it was sent to was [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct. Um.
[CUSTOMER][NEUTRAL] OK, do you have a fax? Could it be faxed over?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Absolutely, uh, that fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you, and you did say [PII], correct?
[AGENT][POSITIVE] Yes, that's correct. And anything else I can help you with?
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] And do you give a call reference number?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you, we'll get it faxed over.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.