AccountId: 011433970860
ContactId: f2771352-6a1c-4240-8bcb-31b94da00c78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297880 ms
Total Talk Time (AGENT): 115964 ms
Total Talk Time (CUSTOMER): 143193 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/f2771352-6a1c-4240-8bcb-31b94da00c78_20250227T14:28_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] Yes, hi, [PII]. This is [PII] from Saint Luke's Hospital checking claim status, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status, [PII]. 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] 01828784
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Uh first name is [PII] Last name is [PII] uh [PII].
[AGENT][POSITIVE] All right, thank you, [PII], and it would be a pleasure to help you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] [PII] $36,877. 39.
[AGENT][NEUTRAL] And that was 103 to 104 2024?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, I'm checking for
[AGENT][NEUTRAL] The patient's policy for 103 to 104-2024. I don't have a claim on file, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me verify your address. Give me just one second. I want to make sure we have the right address.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mm, just take me a couple of seconds.
[AGENT][POSITIVE] You're fine. You take your time.
[CUSTOMER][NEUTRAL] It's OK, it's loading.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We send it to [PII].
[AGENT][NEUTRAL] That is no longer a valid claim submission address. I can give you the correct address.
[CUSTOMER][NEUTRAL] OK. Can I have
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The correct APO claim submission address is [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Wonderful. I just have one more claim different from patient.
[AGENT][NEUTRAL] Yes, ma'am, and also just to let you know that claims can be faxed directly to our claims department. We'll need the claim form and the primary EOB.
[CUSTOMER][NEUTRAL] OK. And can I have the fax number?
[AGENT][NEUTRAL] Yes, ma'am. Our fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Wonderful. And the next one, whenever you're ready.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm ready, [PII].
[CUSTOMER][NEUTRAL] OK, the next one is
[CUSTOMER][NEUTRAL] 01828789.
[AGENT][NEUTRAL] And that name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And what is that data service for [PII]?
[CUSTOMER][NEUTRAL] Um, 10 9 24 $2,719. 30.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Yes, 2700.
[CUSTOMER][NEUTRAL] Uh, 19 dollars.30.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that a is that a facility claim or a professional fee claim?
[CUSTOMER][NEUTRAL] No facility claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, I do not have a facility claim on file for that date.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, well just let me, OK, well you'll fax it then.
[AGENT][POSITIVE] Yes ma'am, well, we'll need that primary EOB for this one as well.
[AGENT][POSITIVE] And it has been a pleasure to assist you with that claim status, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Have a nice day.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day as well. Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK. OK. Sure, bye.