AccountId: 011433970860
ContactId: 35cb6eeb-ce36-4252-8247-7b5ed6d33d4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196289 ms
Total Talk Time (AGENT): 98770 ms
Total Talk Time (CUSTOMER): 66467 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/35cb6eeb-ce36-4252-8247-7b5ed6d33d4d_20250122T21:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Hey [PII], this is [PII], and I'm calling from, hi there, how are you? [PII]'s Regional Medical Center. I'm doing good, thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I need help to see if y'all have received a secondary claim from us one from one of our patients, please.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK [PII], so you're wanting to see if we've received a claim that you all submitted, is that correct?
[CUSTOMER][POSITIVE] Yes please, yes ma'am.
[AGENT][POSITIVE] Yes, uh, yes ma'am, I can help you with that and what is your callback number?
[CUSTOMER][NEUTRAL] My direct number is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] That is 01888636.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments to get the member's information pulled up. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and [PII], what is the um data service and total bill amount that you're calling about?
[CUSTOMER][NEUTRAL] Uh, [PII] for $1,869.00.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK [PII], so on this policy, no ma'am, we have not received a claim for 11-7-2024. Now this policy was not active for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, the member, this policy was active from [PII] to its term date of [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And they do not have another policy that was active with us for that day. That's the most recent policy, or this one is rather that the member has had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it. They gave that to us when they presented it at our hospital. Do you provide reference numbers, [PII]?
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Yes ma'am, you would actually just use my name along with today's date.
[CUSTOMER][POSITIVE] OK, I can do that. Thank you very much for your help.
[AGENT][NEUTRAL] And if you need your first initial to my last name, it's [PII]. Oh, you're welcome.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] [PII]. Thank you very much.
[AGENT][POSITIVE] Yes. OK. Well, you're very well. Certainly. And can I help you with anything else today, [PII]?
[CUSTOMER][POSITIVE] I appreciate it, [PII].
[CUSTOMER][POSITIVE] That's all for today. I appreciate your help.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too bye bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.