AccountId: 011433970860
ContactId: f9698942-59f3-4f23-b6af-4f53c12410f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307720 ms
Total Talk Time (AGENT): 143513 ms
Total Talk Time (CUSTOMER): 91300 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f9698942-59f3-4f23-b6af-4f53c12410f0_20250317T15:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from the provider's office. Can I, uh, speak to someone regarding a claim, please?
[AGENT][POSITIVE] OK, how can I help you today?
[CUSTOMER][NEUTRAL] Um, uh, the patient ID number.
[CUSTOMER][NEUTRAL] Is, um, one second.
[CUSTOMER][NEUTRAL] It's 145.
[CUSTOMER][NEUTRAL] 888
[AGENT][NEUTRAL] There's one more number.
[CUSTOMER][NEUTRAL] 145888 ML 8.
[AGENT][NEUTRAL] Um, it's missing one number. It's 9 digit number 0145, and it's four numbers after that.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] I I'm looking.
[CUSTOMER][NEUTRAL] Let me look somewhere else.
[AGENT][POSITIVE] All right, and I'm so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, [PII], thank you for that.
[CUSTOMER][NEUTRAL] So what, what you said the number was? I'm sorry.
[AGENT][NEUTRAL] Uh, yes, ma'am. It's gonna be uh it's, it's 8 digits, so there's, there's one number missing somewhere.
[AGENT][NEUTRAL] It's gonna be a certificate number.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Maybe it's two ways. What, what's your patient's name?
[CUSTOMER][NEUTRAL] [PII] Was what?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] But spell that last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Alright, I'm gonna try to look it up by name because that, yeah, that's not the correct policy number. So bear with me, let's see if I can find it.
[AGENT][NEUTRAL] Is [PII] spelled [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Oh, OK. Alrighty, let's see.
[CUSTOMER][NEUTRAL] A [PII]
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] There's an O at the end of after the 8 is an is an 0 1,458,880.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go over here and correct it.
[AGENT][NEUTRAL] Alright, let me get it pulled up. OK, let's see. You did verify date of birth [PII]. OK, what you did say you want to check status of a claim. What's the date of service?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] It's for data service um.
[CUSTOMER][NEUTRAL] [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you come from the facility?
[CUSTOMER][NEUTRAL] Um, yes, Baptist Hospital, yeah.
[AGENT][NEUTRAL] Hospital, OK.
[AGENT][NEUTRAL] All right, and you are checking status of that claim. I do see that it's been processed, so let's see what day.
[AGENT][NEUTRAL] I'm gonna be getting a check for 1377. This check dated [PII], so it has been paid.
[CUSTOMER][NEUTRAL] OK, OK, so we didn't get the check yet, so I should wait some more time. 221.
[AGENT][NEUTRAL] Yes, ma'am. I'd give it about 2 more weeks at least.
[CUSTOMER][NEUTRAL] OK, perfect. Is there a check number, please, and a claim number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. Your claim number is 3549089.
[AGENT][NEUTRAL] Your check number is 202-9122 [PII].
[CUSTOMER][NEUTRAL] OK, perfect, because I wasn't sure because I see um a note here that there was something requested from us, so I wasn't sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, yes, ma'am. We have received it and processed it. Uh, yes, ma'am. Is that all that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, so it was 10.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, uh, it, it is. And who am I speaking to again, please?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's OK. My name is [PII]. That's [PII] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][POSITIVE] Yes, ma'am. Well, you as well, [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.