AccountId: 011433970860
ContactId: fccf1c51-8706-409e-8574-66a526051a8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373239 ms
Total Talk Time (AGENT): 134662 ms
Total Talk Time (CUSTOMER): 146576 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/fccf1c51-8706-409e-8574-66a526051a8f_20250305T18:41_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] and I'm calling from Memorial Regional Medical Center. I am calling in regards to a claim.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 973-092
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes, $41,301.52.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] I'm sorry, you did say [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now that amount of uh 41,000 was that before or after major medical paid?
[CUSTOMER][NEUTRAL] Um, it looks like that's the original charge amount, so they paid $12,317.41 which left the remaining balance of $5,0091.38.
[AGENT][NEUTRAL] OK, so it does not look like we've received this claim, [PII]. I have 2 claims for that date of service and neither of them are for that amount.
[CUSTOMER][NEUTRAL] OK, so it looks like they submitted this to.
[CUSTOMER][NEUTRAL] [PII]. OK, so it looks like they sent it to the wrong place.
[AGENT][NEGATIVE] Uh, that's not a correct address for us.
[CUSTOMER][NEUTRAL] Oh looks like they sent all of them to the wrong so OK, what is the correct address for um you all, ma'am?
[AGENT][NEUTRAL] Sure, that's [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] I thought, I thought I said that. Did I not?
[AGENT][NEUTRAL] Oh no, I thought I just heard the beginning with the 4.
[AGENT][NEUTRAL] Is that the address that you had?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Oh, I'm sorry, maybe I misheard you. I apologize. yep, OK, that's it then. Sorry about that. Um, I've also got a, uh, fax number and a payer ID if you'd like Maya.
[CUSTOMER][NEUTRAL] OK, yeah, let's get the um pay ID and fax number just to make sure.
[AGENT][NEUTRAL] Sure, fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And who do we teach this to?
[AGENT][NEUTRAL] A claims department.
[CUSTOMER][NEUTRAL] Clas
[CUSTOMER][NEUTRAL] OK, pay ID?
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] Alright, Ms. [PII], I'm gonna just need you to check one more just to make sure before I sit up here and rebuild all of these next two that I have, so just let me know. I'll notice it's a different number.
[AGENT][NEUTRAL] Sure, is this for the same number?
[AGENT][NEUTRAL] Different number, OK, uh, you can go ahead and give me that policy number.
[CUSTOMER][NEUTRAL] 0133.
[CUSTOMER][NEUTRAL] 3705.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK thank you uh what was the date of service for this one?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then uh bill amount please.
[CUSTOMER][NEUTRAL] $46,824.05.
[AGENT][NEUTRAL] OK, all right, one moment please.
[AGENT][NEUTRAL] OK, and then again that's the amount before major medical paid?
[CUSTOMER][NEUTRAL] Let me make sure.
[CUSTOMER][NEUTRAL] OK, hold on, because I do see.
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm here, yes, hello, can you hear me?
[CUSTOMER][NEUTRAL] Uh, can you hear me, ma'am?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, [PII]?
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm here. Can you hear me?
[AGENT][NEUTRAL] OK, yes, sorry, I'm not sure what happened there.
[CUSTOMER][NEUTRAL] I'm not for sure. I'm like, hello, hello.
[AGENT][NEUTRAL] I know I was doing that too. I just dead silence. um, I, I was asking is that uh the amount that was before major medical paid?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have that remaining balance?
[CUSTOMER][NEUTRAL] $7700.39 what was remaining balance after Blue Cross Blue Shield paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do you have a claim for that date of service for [PII].
[AGENT][NEUTRAL] What was the name of the provider's office this was with [PII]?
[CUSTOMER][NEUTRAL] Um, this is Saint Francis East Side.
[AGENT][NEUTRAL] OK, so yeah, it doesn't look like we've received this claim either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what I'll do is I'll just rebuild. I don't know what's going on. Maybe it's like a glitch or something in the background.
[CUSTOMER][NEUTRAL] But do you have reference someone who's car or just your name today's date?
[AGENT][NEUTRAL] Sure, it would just be my first name, uh last initial and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that is it. Thank you so much have a great day bye bye.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL you too bye bye.