AccountId: 011433970860
ContactId: 070aee7f-68e9-4b6a-b5f5-5d0470f6ab68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164559 ms
Total Talk Time (AGENT): 57697 ms
Total Talk Time (CUSTOMER): 79485 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/070aee7f-68e9-4b6a-b5f5-5d0470f6ab68_20250625T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Bro's office. I need to check the claim status for the patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status, sir.
[AGENT][NEUTRAL] Can I please get your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah. The patient name is.
[CUSTOMER][NEUTRAL] Uh, [PII] and the last name is
[CUSTOMER][NEUTRAL] [PII] Y. What's the name?
[CUSTOMER][NEUTRAL] Got it, different name.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] All right, and then the date of birth and policy number, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 2566484.
[AGENT][NEUTRAL] 256-6484
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Uh, can you spell out your name?
[AGENT][NEUTRAL] Yes, it's [PII] Y.
[CUSTOMER][NEUTRAL] Last name of sir?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You sure?
[AGENT][NEUTRAL] Is [PII]
[CUSTOMER][POSITIVE] Yes. OK. Thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. And then what is the data service and um charge amount for the insured?
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. 49 2025 data of service and the charge amount is
[CUSTOMER][NEUTRAL] $669 and uh.
[CUSTOMER][NEUTRAL] I still want 3 cents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah, 20 balance.
[AGENT][NEUTRAL] $20. And then the name of the facility, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, cardiovascular Institute of Excellence and the provider name is [PII] Maggie.
[CUSTOMER][NEUTRAL] Needed and or tax ID?
[AGENT][NEUTRAL] No sir, just the name is fine. OK, I'm gonna put you on a quick hold while I look up this claim for you, [PII] and I will be right back sir.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] Thank you. I will.
[AGENT][POSITIVE] Thank you. You're welcome.