AccountId: 011433970860
ContactId: e9f4c797-b6ad-44c5-a0e0-5125545a194b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200130 ms
Total Talk Time (AGENT): 71464 ms
Total Talk Time (CUSTOMER): 65070 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/e9f4c797-b6ad-44c5-a0e0-5125545a194b_20250206T13:56_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Virginia Mason Medical Center, and I was calling to check claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to help you with that claim status today. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] We have 02542155.
[AGENT][NEUTRAL] Excuse me, thank you. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with that claim status. What is the data service?
[CUSTOMER][NEUTRAL] Um, [PII], total charges were $270.
[AGENT][NEUTRAL] 270.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What is the name of the facility please ma'am?
[CUSTOMER][NEUTRAL] It's Virginia Mason Medical Center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Was the $270 the total bill amount?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Because I have a claim for Virginia Mason Medical Center but not for that amount.
[CUSTOMER][NEUTRAL] OK, let's see. Let me make sure we, it was sent to the right place. I'm showing it was sent to [PII].
[AGENT][NEUTRAL] That is the correct address. Let me, let me check this claim and see.
[CUSTOMER][NEUTRAL] I'm gonna check as well to see if there's a different one on file.
[CUSTOMER][NEUTRAL] And that's the one you have a couple, so.
[AGENT][NEUTRAL] It's coming up slowly but surely. Hang on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah this is looks like the facility claim.
[AGENT][NEUTRAL] I don't, this claim is definitely not for 270.
[CUSTOMER][NEUTRAL] OK, OK, well, we, um, do y'all, um, do electronically or do y'all just do paper claims?
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] Well, I was just fixing to say if you'd like you can fax that directly to our claims department.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94.
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, we'll get that sent over. I appreciate it.
[AGENT][POSITIVE] Well, sir, it was such a pleasure to assist you with that claim status today. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.