AccountId: 011433970860
ContactId: 227f94f3-c4f2-4365-a707-d1e7f737d21e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128550 ms
Total Talk Time (AGENT): 47669 ms
Total Talk Time (CUSTOMER): 57378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/227f94f3-c4f2-4365-a707-d1e7f737d21e_20250305T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII] calling from Sina Medical Center. I need to get the status of the claim, please.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02458537.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information showing and you said that you're checking a claim status, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you could provide the data service in charge?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] with the bill charge of $4,926.93.
[CUSTOMER][NEUTRAL] After primary paid 1310 with 60 cents.
[AGENT][NEUTRAL] OK, so the bill amount is 4,926.93.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's what we need.
[AGENT][NEUTRAL] And you said that the patient is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing the date of service of [PII] for her.
[CUSTOMER][NEUTRAL] No plan on file. OK. What would be the reference number?
[AGENT][NEUTRAL] My name in today's date, [PII] A, first initial last name is [PII].
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] A member is eligible for, for service on [PII], right? She did have coverage.
[AGENT][NEUTRAL] So the policy effective date is [PII], and I show the policy is active at this time.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much. Have a wonderful day.
[AGENT][POSITIVE] You're welcome. Anything else I can help with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you.