AccountId: 011433970860
ContactId: 07cd0755-8aa7-4e46-ae36-7d4c89e9c4c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384410 ms
Total Talk Time (AGENT): 84481 ms
Total Talk Time (CUSTOMER): 73818 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/07cd0755-8aa7-4e46-ae36-7d4c89e9c4c3_20250523T16:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII]. I'm calling from Nicholas Children's Hospital following up on a claim status.
[AGENT][NEUTRAL] OK, I can verify the claim status for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 93 I'm sorry, give me one second.
[CUSTOMER][POSITIVE] I apologize. Give me one second. Here we go.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] That would be 01480322.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] This was for February.
[CUSTOMER][NEUTRAL] [PII] for $8,461.64.
[AGENT][NEUTRAL] Thank you. And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Yes, that would be $2,882.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me one moment, please.
[CUSTOMER][POSITIVE] Thank you, take your time.
[AGENT][NEUTRAL] Was this for a facility charge or a physician's charge?
[CUSTOMER][NEUTRAL] The facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][POSITIVE] Oh bless it, give me one moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK, I'm showing the claim process is benefits payable only after the major medical provides benefits for this, um.
[AGENT][NEUTRAL] Does it show on the
[CUSTOMER][NEUTRAL] So you're missing the primary EV.
[AGENT][NEUTRAL] Uh, give me one moment. I believe it was received, but I just need to see what was on there. Give me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I did not think my computer likes me today. Give me one moment. I'm sorry.
[CUSTOMER][NEUTRAL] It's a long weekend mode.
[AGENT][POSITIVE] I think so. I do believe so.
[AGENT][NEUTRAL] I mean, I don't blame it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know I am.
[AGENT][NEUTRAL] Well, I'm trying to pull up the plane, but more than likely, um,
[AGENT][NEUTRAL] Um, we probably see the EOB, but it didn't show any amounts towards deductible, co-pay or co-insurance, and that's the um main information we would need is secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not a problem, not a problem. Can I get a reference number for?
[CUSTOMER][NEUTRAL] For this call, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you very much and I hope you have a wonderful long weekend.
[AGENT][POSITIVE] Uh, you too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Uh thank you, bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.