AccountId: 011433970860
ContactId: 40780b0e-1ae9-48e9-b0ff-437c6976c57e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229350 ms
Total Talk Time (AGENT): 76083 ms
Total Talk Time (CUSTOMER): 91261 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/40780b0e-1ae9-48e9-b0ff-437c6976c57e_20250624T12:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII], and I'm calling from Nicholas Children's Hospital and looking for a claim status for a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, the callback number will be [PII] and the policy number is 02443500ML8. And your name is [PII].
[AGENT][NEUTRAL] Yes, [PII], on that callback number, yes, that is correct. On that callback number that you provided, was it [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and my name is [PII], could you verify that patient's name and date of birth that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth for the member is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status for a claim?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the total bill amount on the claim is $908.89.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. There was no payment made on this claim, [PII], due to the request for primary EOB to be sent in.
[CUSTOMER][NEUTRAL] OK, and can you provide me the claim number?
[AGENT][NEUTRAL] 356.
[AGENT][NEUTRAL] 8158.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. In that case, just hold on, can you hold on for a second? Let me just.
[CUSTOMER][NEUTRAL] That is 056-8158.
[CUSTOMER][NEUTRAL] OK, can you provide me, uh.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that would be all. Just one more thing which I need to ask that as per your uh provider portal, can we file a claim online through the portal directly?
[AGENT][POSITIVE] Yes, you can.
[AGENT][NEUTRAL] Well insured can, I'm not sure if the provider can file a claim online.
[CUSTOMER][NEUTRAL] OK. OK. In that case, uh,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Actually it is showing the option to me. That is why I'm asking.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, in that case, that would be all for today.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][POSITIVE] Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] No, that would be all. Can you provide that?
[CUSTOMER][NEUTRAL] Can you, can you provide a reference number?
[AGENT][NEUTRAL] We don't provide those unfortunately, but you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, can you provide me the last initial, uh, sorry, the first initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK. In that case, that would be all.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] But, but