AccountId: 011433970860
ContactId: eb85f0a1-9d39-44bc-9bfc-ca5e0e87a485
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404760 ms
Total Talk Time (AGENT): 103520 ms
Total Talk Time (CUSTOMER): 90978 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/eb85f0a1-9d39-44bc-9bfc-ca5e0e87a485_20250218T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Bo's office, checking on claim status. And you said your name was?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And can I get the last name?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, [PII], can I please get your call back number?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you sir and what is the, the name, date of birth, the policy number of the in the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy ID it is 2044 02449598 and the patient's first name is [PII] and the last name is [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, can you repeat the policy number for me one more time?
[CUSTOMER][NEUTRAL] Yes, it's uh 02449598.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] $844 even.
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] The name is Saint Mary's Sacre Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you, [PII] and I'll be right back.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me and [PII]. So looking on data service of [PII] in the amount of $844 I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK got it.
[CUSTOMER][NEUTRAL] And ma'am, uh, can I get the patient's policy effective and termination date?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And the policy terminated on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK ma'am, but as per checking in my end, it's showing the policy was effective from [PII] till termed on [PII].
[AGENT][NEUTRAL] No. The effective date of this policy is [PII].
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] And then it
[AGENT][NEUTRAL] Terminated on [PII].
[CUSTOMER][NEUTRAL] On [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, got it. Uh, before [PII], uh there is no other policy was active for this patient, right?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, got done, just a second.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I get the payer ID to submit the claim?
[AGENT][NEUTRAL] Uh, yes, the, the pay ID number is 60801.
[CUSTOMER][NEUTRAL] 801 OK got it and can I get the.
[AGENT][NEUTRAL] But if you're, if you're submitting a, if you're submitting a claim for [PII].
[AGENT][NEUTRAL] The policy wasn't active in October.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And can I get the reference number?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] today's date.
[CUSTOMER][POSITIVE] OK, got it. OK, thank you, ma'am, for assisting me today.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a good rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye bye sir.