AccountId: 011433970860
ContactId: ec4bdaf4-7a36-4d7b-b50e-e03eb5b7dfe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238860 ms
Total Talk Time (AGENT): 108058 ms
Total Talk Time (CUSTOMER): 56319 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ec4bdaf4-7a36-4d7b-b50e-e03eb5b7dfe2_20250121T15:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling with Galleon Community Hospital. I was just calling to make sure a claim has been received.
[AGENT][NEUTRAL] OK, I can help you with the claim, Miss [PII]. What is your callback number just in case you're very welcome. What is your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, looks like it is D 47690843.
[AGENT][NEUTRAL] OK, and do you have [PII]'s um social security number so I can pull in his policy? The policy number that you gave me is um for IMA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, it's 300-765-727.
[AGENT][NEUTRAL] Thank you ma'am. Let me look and see if we have a claim on file for him.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, what is the date of service, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] 11,856. 91 cents.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up that claim and I'll be right back with you, Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII]. So looking at data service of [PII], I'm not finding a claim on file with us, um, so what I'm going to do is I'm gonna transfer you now on over to IMA to see if they can help you further.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] If you need to send the claim in, let me give you our payer ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 60801.
[AGENT][NEGATIVE] And we don't have a timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] And then let me, let me also give you IA's phone number just in case our call gets dropped while I'm transferring that way you'll have it.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] It is you're welcome. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then you would choose option one.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you, Ms. [PII] for calling APL. I hope you have a great rest of your week. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK, thank you again.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. All agents are.