AccountId: 011433970860
ContactId: 0273865e-4a04-44f2-98ef-c54b338c8443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223110 ms
Total Talk Time (AGENT): 75971 ms
Total Talk Time (CUSTOMER): 76259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/0273865e-4a04-44f2-98ef-c54b338c8443_20250224T17:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, hi, my name is [PII]. I'm calling from Nicholas Children's Hospital following up on a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, 02184962. M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull up this policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the date of service and the amount of the claim, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII] for $19,945.89.
[AGENT][NEUTRAL] OK, so that is [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This claim had um had denied pending receipt of the primary EOB and we went ahead and mailed that to you guys on [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me see if we have it.
[CUSTOMER][NEUTRAL] I'm sorry, it was actually mailed out on on [PII] and it was received as per the tracking number on [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, um, I'm waiting on the EOB to pull up. OK, one moment.
[CUSTOMER][POSITIVE] Thank, thank you very much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, it looks like we processed the claim [PII] and we send a benefit amount of $5,269 even to the provider.
[CUSTOMER][NEUTRAL] OK, let me uh.
[CUSTOMER][NEUTRAL] OK, and that's the date of the um of the uh of the check being sent out on [PII]?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have the check number?
[AGENT][NEUTRAL] Yes, the check number is 2027419.
[CUSTOMER][NEUTRAL] OK, can I get a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] No, I got it. Thank you very much you have a wonderful rest of your day. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.