AccountId: 011433970860
ContactId: 01f9a337-9236-499f-8e23-b2db2d712447
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289380 ms
Total Talk Time (AGENT): 87370 ms
Total Talk Time (CUSTOMER): 67192 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/01f9a337-9236-499f-8e23-b2db2d712447_20250117T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. My name is [PII] from Doctors Hospital. I'm checking to see if you have a claim on file.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Uh, can you please give me your callback number just in case our call is dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name please?
[CUSTOMER][NEUTRAL] Um, [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'll also need his policy number please.
[CUSTOMER][NEUTRAL] The policy number I have is 2253245.
[AGENT][NEUTRAL] OK, let me pull in that policy number for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and what is the date of service of the claim?
[CUSTOMER][NEUTRAL] It's a [PII] for $12,0072 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, the balance will be $100.
[AGENT][NEUTRAL] OK. And you said you were calling from doctor's Hospital, is that correct?
[CUSTOMER][POSITIVE] Right, yes, the facility, correct.
[AGENT][NEUTRAL] OK, is there going to be a doctor's name on the claim?
[CUSTOMER][NEUTRAL] No, no, no, it's a facility. The facility is called Doctor's Hospital.
[AGENT][NEUTRAL] It'll be from the facility is that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold to claim up for us and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. So looking on data service of [PII], I do not find a claim on file for the amount that you have given me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No is the patient affected for the data service?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date of the policy is [PII] and the policy.
[AGENT][NEUTRAL] Terminated on [PII].
[CUSTOMER][NEUTRAL] [PII] OK alright so I'll just um.
[CUSTOMER][NEUTRAL] I'll send it through the portal. OK, can I, can I get a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK alright and thank you so much and you have a great weekend.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a blessed 3 day weekend. Thank you so much for calling APL. All right, bye bye ma'am.
[CUSTOMER][POSITIVE] That's true. Thank you. Thank you. Bye-bye.