AccountId: 011433970860
ContactId: 13cc639b-398e-40a7-b409-0ab7a8fd1e64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197479 ms
Total Talk Time (AGENT): 86638 ms
Total Talk Time (CUSTOMER): 66089 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/2025/03/19/13cc639b-398e-40a7-b409-0ab7a8fd1e64_20250319T20:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need to check on a claim.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims, Ms. [PII] and you're calling from a provider's office or this is your policy?
[CUSTOMER][NEUTRAL] Uh, provider's office.
[AGENT][NEUTRAL] OK, may I have the name of.
[CUSTOMER][NEUTRAL] Or I'm sorry, the facility.
[AGENT][NEUTRAL] OK, may I have the name of the facility and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's Deaconess Hospital and the phone number is [PII] and that is a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number.
[CUSTOMER][NEUTRAL] That is 01738856.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII], the total bill amount was $155 even.
[AGENT][NEUTRAL] OK, and you said it was um [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So I'm wondering if he still has coverage with you guys. I think someone's done put in uh an ID from [PII], so that's why I'm calling you because I can't find it on Aetnas portal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Somehow this number's got loaded though.
[AGENT][NEUTRAL] OK, yeah, well, the policy number that you are providing to me was terminated on [PII]. Um, he had a different policy, but this other policy, which it was also a hospital indemnity, was also terminated on [PII], so he did not have a policy active on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so yeah, there's nothing then and can I ask what's your mailing address for claims?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Alright, let me check on this one because we used to, um, let me see which one goes with this one.
[AGENT][NEUTRAL] OK, so this one goes to IMA before it comes to us they do any repricing and it goes to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, that's what I was, I was making another, another one uses that, so I was wondering if they somehow also put in the wrong address. OK, um, well thank you for that. And do you do references for the calls?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't. 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, that's it. Thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling APR. Have a good day.