AccountId: 011433970860
ContactId: 3b49a410-ea74-401e-97fb-4b6f217a2987
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233110 ms
Total Talk Time (AGENT): 108577 ms
Total Talk Time (CUSTOMER): 58547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3b49a410-ea74-401e-97fb-4b6f217a2987_20250213T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] from University Hospital. I'd like to get claim status, please.
[AGENT][NEUTRAL] Sure, I could check in a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] 231-222-4
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh what was the date of service for this claim?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK and then do you have the bill amount?
[CUSTOMER][NEUTRAL] $31,147.
[AGENT][NEUTRAL] OK, and that was [PII] through uh what was the date? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. All right, one moment.
[AGENT][NEUTRAL] OK, so I am not showing that we received a claim for that date of service.
[CUSTOMER][NEUTRAL] Um, last time we sent it was [PII]. It went paper now.
[CUSTOMER][NEUTRAL] See, God we billed it so many times.
[AGENT][NEUTRAL] Well, I will that's usually not a huge issue, but they did have a different policy number that was active at the date of service um let me go ahead and give that to you let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 02457148.
[AGENT][NEUTRAL] This one was effective um [PII] until [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um can I verify claims mailing address please?
[AGENT][POSITIVE] Absolutely. I've also got a fax number and a pairer ID.
[CUSTOMER][POSITIVE] Oh good OK.
[AGENT][NEUTRAL] OK, so our mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Alright, and your fax?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Great, is there a call reference number?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Did you need that payer ID as well, [PII]?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK it is uh 60801.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you bye bye.