AccountId: 011433970860
ContactId: 2bffcf59-9243-4e1b-ab58-1d1ac31b0d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250619 ms
Total Talk Time (AGENT): 115785 ms
Total Talk Time (CUSTOMER): 42120 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/2025/03/10/2bffcf59-9243-4e1b-ab58-1d1ac31b0d9a_20250310T20:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, hi, my name is [PII] and I'm calling from University Hospital. I'm calling to get claim status.
[AGENT][NEUTRAL] OK, I'll be glad to help you, but I.
[AGENT][NEUTRAL] I'm so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, [PII], thank you for that. Now go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] 02457148
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please.
[AGENT][NEUTRAL] Please
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now, what's your patient's name and?
[AGENT][NEUTRAL] Date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] 61661
[AGENT][NEUTRAL] And I'm sorry, I'm sorry, either my phone or your phone is static and out and I did not get that date of birth for [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, thank you for that. And you did say your checking status of a claim, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] 51 to 531 2024.
[AGENT][NEUTRAL] Are you there, [PII]? Hello?
[CUSTOMER][NEUTRAL] 51 to 531.
[AGENT][NEUTRAL] OK, I can hear you now. Alrighty, that was 51 to 5:31.
[AGENT][NEUTRAL] And what is the name of the uh hospital?
[CUSTOMER][NEUTRAL] University Hospital.
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Now let me do some check-in, see if we have your claim.
[AGENT][NEUTRAL] How much is your total bill?
[CUSTOMER][NEUTRAL] 31,147
[AGENT][NEUTRAL] 31.
[AGENT][NEUTRAL] Uh, let me keep looking because I don't see it, so let me keep looking. Hang on.
[AGENT][NEUTRAL] Just a second.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I don't see anything processed for that date, so let me go check to see if we have anything here in line for that date.
[AGENT][NEUTRAL] And we do not, so we do not have your claim here at all, [PII]. You want to fax it over to me?
[CUSTOMER][NEUTRAL] I can do that. What's the fax number?
[AGENT][NEUTRAL] Fax number is attention claims department and our fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 9423.
[AGENT][NEUTRAL] Make sure you're faxing the actual bill along with the primary EOB, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Right, is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Just reference number.
[AGENT][NEUTRAL] We don't give reference numbers, but you can use my name in today's date and my name is [PII], that's [PII]
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APL [PII]. Have a great day.
[CUSTOMER][POSITIVE] You too. Thanks.
[AGENT][POSITIVE] Mhm. Thank you, ma'am. Bye-bye.