AccountId: 011433970860
ContactId: 1f964249-34c0-4246-a070-f0ef77a44a6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367339 ms
Total Talk Time (AGENT): 100204 ms
Total Talk Time (CUSTOMER): 60247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/1f964249-34c0-4246-a070-f0ef77a44a6c_20250319T15:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to check on a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim.
[AGENT][NEUTRAL] Can you please give me your um callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is um the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Deaconess Henderson Hospital.
[AGENT][NEUTRAL] OK, thank you. And then can you also give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII] [PII]. The ID is 02479552.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] in the amount of $8,685.50.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look this claim up for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm, there it is, right there.
[AGENT][NEUTRAL] 352.
[AGENT][NEUTRAL] 352-064-9
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. um, so I did find the claim, uh, the claim number is 352.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0649.
[AGENT][NEUTRAL] And the claim is pended eligibility from benefits and a card. Once we receive eligibility, the claim will be processed automatically.
[CUSTOMER][NEUTRAL] OK, so you haven't received anything yet?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I have a reference number for the call, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Great thank you hope you have a great day.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] You too, and also wanted to let you know that on this policy,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I do show that it has lapsed since uh the last time that you called.
[AGENT][NEUTRAL] Um, the lapse date is [PII].
[CUSTOMER][NEUTRAL] 7120 24.
[AGENT][NEUTRAL] 721.
[CUSTOMER][NEUTRAL] 0, 21. Sorry, my dog is like trying to show me her bones.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, she's proud of her bones.
[CUSTOMER][POSITIVE] She's so proud of that bone. I look what I got, mom.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] That's so funny.
[CUSTOMER][POSITIVE] Silly things, I know. All right, great. Thank you. I appreciate all your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye-bye.