AccountId: 011433970860
ContactId: 0219df42-ef72-4bf1-b933-b909201b181c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229039 ms
Total Talk Time (AGENT): 68763 ms
Total Talk Time (CUSTOMER): 64966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0219df42-ef72-4bf1-b933-b909201b181c_20250424T14:25_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's [PII]. I'm calling from Western Reserve Hospital. I was trying to check the status of the medical bill. I am not sure if I clicked the right option.
[AGENT][NEUTRAL] OK, uh, yes, I should be able to help you with uh claim status. Uh, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] 01888537
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] for $878.
[AGENT][NEUTRAL] Uh, give me just a moment.
[AGENT][NEUTRAL] Uh, it looks like I don't have it on file. I've got a physician's charges on file, but I, that's the only claim I have on file.
[CUSTOMER][NEGATIVE] Looks like they were having issues trying to get it billed.
[CUSTOMER][NEUTRAL] What is a a valid address?
[AGENT][NEUTRAL] Uh, so it's [PII].
[AGENT][NEUTRAL] A factory.
[CUSTOMER][POSITIVE] Alright, you went a little fast for me. I'm so sorry. [PII].
[AGENT][NEUTRAL] Oh, sorry, sorry.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know where they built it before that.
[AGENT][NEUTRAL] And I've got a payer ID and fax if you're interested in those.
[CUSTOMER][NEUTRAL] What is the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Attention just claims or?
[AGENT][NEUTRAL] Yeah, that goes directly to claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'll take the payer ID. Just might as well take it.
[AGENT][NEUTRAL] Um, it's 60801.
[CUSTOMER][NEUTRAL] All right, I will.
[CUSTOMER][NEUTRAL] And that just goes directly to APL is that correct or American Public Life or OK.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] All right, is there a reference number I can have?
[AGENT][NEUTRAL] That's just my name and today's date. So [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, I appreciate your help thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.