AccountId: 011433970860
ContactId: 2270e498-7500-4bd8-b470-dc8a9d247155
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165259 ms
Total Talk Time (AGENT): 73863 ms
Total Talk Time (CUSTOMER): 54423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/2270e498-7500-4bd8-b470-dc8a9d247155_20250507T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII] with Northside Hospital. May I get the status of a medical claim, please?
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII]. Policy number is 2609923.
[AGENT][POSITIVE] Thank you, let me pull that up for you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy you're calling in for status. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Data service is [PII].
[CUSTOMER][NEUTRAL] And it's for 24,122.
[AGENT][NEUTRAL] OK, the last date, yeah, I got [PII] through, but then the phone went out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so what did you need the total charge?
[AGENT][NEUTRAL] No, the date span is [PII] through.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] 3133 thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this member, you can also check claim status via our secured portal that is [PII] and it does show that we did receive that claim and as of right now, it is pending information from the employer or associate. So it is in a pending status right now until we receive that information. Would you like that claim number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is 359.
[AGENT][NEUTRAL] 329 4.
[AGENT][NEUTRAL] And it does show the receipt date of [PII].
[CUSTOMER][NEUTRAL] All right, and the information that's pending, is it from the from the patient or?
[CUSTOMER][NEUTRAL] Who did you say it was pending from?
[AGENT][NEUTRAL] We're requesting information to the employer.
[CUSTOMER][NEUTRAL] Oh the employer OK.
[AGENT][NEUTRAL] We're requesting information from the employer, yes.
[CUSTOMER][NEUTRAL] Thank you, may I have a call reference number?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a great day.
[AGENT][NEUTRAL] You