AccountId: 011433970860
ContactId: fbf26e76-33d6-4287-81a6-ee0cb697af84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278100 ms
Total Talk Time (AGENT): 81292 ms
Total Talk Time (CUSTOMER): 100140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/fbf26e76-33d6-4287-81a6-ee0cb697af84_20250530T12:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Saint Elizabeth Physicians. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How about yourself?
[CUSTOMER][POSITIVE] Doing pretty good for a Friday.
[CUSTOMER][NEUTRAL] Um, I've got a medical claim that, um, I'm needing to check status.
[AGENT][NEUTRAL] OK. Happy to check on the claim for you. What is the patient's policy number?
[CUSTOMER][NEUTRAL] I'm showing D as in Donald 43725076.
[AGENT][NEUTRAL] OK, um, we unfortunately can't pull them with that number. Do you have their card? Do you see anything that says like certificate number?
[CUSTOMER][NEUTRAL] Sure, let me pull that up.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] I've got OK policy er number.
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] 02594488
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Appreciate you thanks.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] That's good enough for me. What's the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, and then what's the uh data service that we're looking for?
[CUSTOMER][NEUTRAL] Um, it's [PII], and I know there's you've got two claims from us or it should have two claims from us over the state, but the total amount on this one is $86.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Alright, so I'm not seeing any claims on file for $86 you said, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I have a feeling you're probably not gonna pay anyway because I think this is a limited hospital indemnity and well this is a um like a reading of a stress test um that was done out patient but um I still need the denial so I guess um and we I think we've gotten others paid or acknowledged anyway I've sent it to [PII]. That's correct.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Mhm. Yep, that's right for this one, yeah.
[CUSTOMER][NEUTRAL] OK, um, I will go ahead and, uh, just try to get it out again or do you have a fax that I, I could fax it the claim?
[AGENT][NEUTRAL] It looks like they don't have a fax for this. The only other thing I have is a payer ID if you guys can do them electronically.
[CUSTOMER][NEUTRAL] I can try that. What's the payer ID?
[AGENT][NEUTRAL] Payer ID is 64556.
[CUSTOMER][NEUTRAL] 645-556. I'll give that a try and otherwise I will just um refile the claim.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] And then [PII], do you give reference numbers?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name again is [PII], which is [PII] My last initial is [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much [PII].
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] OK.