AccountId: 011433970860
ContactId: 2bc12a95-dd64-4f19-8bab-d244f4d4037f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263309 ms
Total Talk Time (AGENT): 92526 ms
Total Talk Time (CUSTOMER): 59467 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2bc12a95-dd64-4f19-8bab-d244f4d4037f_20250603T17:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. So my name is [PII]. I'm calling from Holy Cross Hospital, trying to see if you received a claim um on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. That number is.
[CUSTOMER][NEUTRAL] 01699697 ML 7
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] No, [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII], may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, data services [PII]. Total charge was $1,4776.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull this ERB one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, we processed the claim on [PII].
[AGENT][NEUTRAL] And we send a benefit amount of 300 to the provider and it looks like that is the maximum per day benefit under this policy.
[CUSTOMER][NEUTRAL] So the claim paid 300?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Is there a claim number?
[AGENT][NEUTRAL] Yes, um, the claim number is 3,604,660.
[CUSTOMER][NEUTRAL] OK. And uh was that paid by check, single check?
[AGENT][NEUTRAL] Mhm. It was a paper check, a single check.
[AGENT][NEUTRAL] You need a check number. Mhm. The check number is 2046018.
[CUSTOMER][NEUTRAL] And the check number?
[CUSTOMER][NEUTRAL] And was it mailed to our Atlanta PO box?
[AGENT][NEUTRAL] Um, let me check, um, let's see.
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][POSITIVE] Thank you so much and can I get a call reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Um, do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] Yes the spelling of your name.
[AGENT][NEUTRAL] All right. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.