AccountId: 011433970860
ContactId: ebbe6cb5-fc53-47a0-8b04-c42d3f817a47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468619 ms
Total Talk Time (AGENT): 136557 ms
Total Talk Time (CUSTOMER): 85852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/ebbe6cb5-fc53-47a0-8b04-c42d3f817a47_20250430T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling with Saint Mary's Regional Medical Center, following up on a claim, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Uh, may I please get your callback number, ma'am, just in case the call is dropped.
[CUSTOMER][NEUTRAL] The it's a direct line [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], I guess [PII] is the date of birth, policy number 02555592.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[AGENT][NEUTRAL] And then may I please have her data service and the charge mount?
[CUSTOMER][NEUTRAL] It was [PII], total amount $28,289.98.
[AGENT][NEUTRAL] OK, I'm gonna put on a quick hold, Miss [PII] while I look this claim up and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Dang it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me Ms. [PII]. I appreciate it. So looking at claim number 3554062, we do have a remark on the claim that um.
[AGENT][NEUTRAL] In order for us to continue to process, uh, let me see, it's gonna be just a second. I've got specific instructions.
[CUSTOMER][NEUTRAL] OK, that's not the claim number that I was given the last time I called, so I think that we're talking about two different claims.
[AGENT][NEUTRAL] OK, what's the claim number you have?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] back up here.
[CUSTOMER][NEUTRAL] 356-688-888
[AGENT][NEUTRAL] OK, let me look up that one real quick.
[AGENT][NEUTRAL] OK, so the claim number that you gave me was a duplicate?
[AGENT][NEUTRAL] So the original claim number is 3554062?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're we're needing additional information. Let me look it up real quick.
[CUSTOMER][NEUTRAL] That would be the W9 and all of that that I faxed in on 220.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, we're showing that we still have.
[CUSTOMER][NEUTRAL] I faxed out on 220.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They found it the last time I talked to somebody, she was sending it for rush processing on [PII] and to allow 72 hours.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, alright, so what I can do is go ahead and transfer you on over to the claims department so you can speak to a claims specialist about this claim, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, you're very welcome. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] His
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in the care team. I've got um Ms. [PII] on the phone. She's with Saint Mary Regional Medical Center. She is calling about claim number 3554062.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's for part one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number is 2555592 and she got a B notice and she said that she spoke to somebody the other day and they were supposed to be doing a rush on this within 72 hours and she's calling to follow up on the claim process.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII]. All right, bye-bye.
[CUSTOMER][NEUTRAL] You can send her over.
[CUSTOMER][NEUTRAL] All right.