AccountId: 011433970860
ContactId: 07daafb2-10a3-4f1b-89be-77bfefb1390d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236729 ms
Total Talk Time (AGENT): 72105 ms
Total Talk Time (CUSTOMER): 71771 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/07daafb2-10a3-4f1b-89be-77bfefb1390d_20250206T23:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from the Powe Law firm, um.
[CUSTOMER][NEUTRAL] I was calling to check if you guys had paid any bills for one of our clients, um, I don't know if you need date of birth or what.
[AGENT][NEUTRAL] Do you have uh the insured's policy number?
[CUSTOMER][NEUTRAL] Yes, however, the insured is the wife of our client.
[CUSTOMER][NEUTRAL] But the policy number is 018.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 489-42.
[AGENT][NEUTRAL] All right. And then, what is the uh name of the insured and the date of birth?
[CUSTOMER][NEUTRAL] The insured's name is [PII]. Her date of birth is, give me one moment.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, [PII], let me just take a look and you're looking for um claims under [PII]?
[CUSTOMER][NEUTRAL] Um, actually for claims under [PII], which is her husband, but they went to the same hospital, the same date of service. We're trying to figure out who paid his hospital charges.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do we have any dates of service or anything like that or do you just need to know which claims?
[CUSTOMER][NEUTRAL] Yeah, date of
[CUSTOMER][NEUTRAL] Date of service [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So for all we don't have any claims on file for that date of service at all it looks like.
[CUSTOMER][NEUTRAL] Hm, OK, um.
[CUSTOMER][NEUTRAL] OK, so nothing for all, right? Just for [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't see anything at all. I didn't check for [PII] on that data service. I can double check if I need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, please if you could just double check.
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we did have an ER claim sent to us for [PII]. Um, it looks like it was sent over and the bill amount was $500 and that was sent to the provider which was Spring Valley Hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what we have as well. OK, thank you. What was your name again?
[AGENT][NEUTRAL] You're welcome. My name is [PII].
[CUSTOMER][POSITIVE] OK thank you sir have a great day.
[AGENT][NEUTRAL] You too bye bye.