AccountId: 011433970860
ContactId: 4b2debfb-16fb-4c4c-9ff2-e9d1cfc2f591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279079 ms
Total Talk Time (AGENT): 96423 ms
Total Talk Time (CUSTOMER): 84787 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/4b2debfb-16fb-4c4c-9ff2-e9d1cfc2f591_20250123T17:47_UTC.wav
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[AGENT][POSITIVE] Hey, thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey thank you for calling.
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Nicholas Chilton Hospital provider office. I'm looking for payment status.
[AGENT][NEUTRAL] OK, yeah, you're needing some claim status you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright perfect I can definitely help you with that today and what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And the policy.
[CUSTOMER][NEUTRAL] Give me your name.
[AGENT][NEUTRAL] Oh, I'm sorry, my name?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII], first initial, last name, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure, and
[AGENT][NEUTRAL] Um, what is the policy number we want to look at today?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02265984 ML 8.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And would you be able to verify, please, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Name is
[CUSTOMER][NEUTRAL] [PII], and date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and do you have that date of service um to look at for [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And date of service number [PII].
[AGENT][NEUTRAL] Uh, [PII] what?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Date of service [PII].
[AGENT][NEUTRAL] All right. And what was the billed amount?
[CUSTOMER][NEUTRAL] 4,5003.
[CUSTOMER][NEUTRAL] $38.02.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the facility um name on file?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Claim non size, right?
[AGENT][NEUTRAL] I'm sorry, I'm, I don't see a claim on file for [PII], but what was the facility name? because I'm just gonna check them all.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] No, no, no September. Date of service, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] I'm so sorry. I thought you said [PII]. Let me look for [PII].
[CUSTOMER][NEUTRAL] No, no. Date of service is [PII], yeah.
[AGENT][NEUTRAL] OK, I'm so OK, so I'm not seeing any date of service for [PII] either on file for this insured.
[CUSTOMER][NEUTRAL] OK, member is active on data service number 9.
[AGENT][NEUTRAL] Yes, [PII]. I'm not showing anything for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a call reference number. Can I submit, resubmit a claim?
[AGENT][NEUTRAL] Yes, you're more than welcome to submit a claim. Um, the reference number for the call is my name, [PII], first initial last name [PII], and today's date.
[AGENT][NEUTRAL] And do you need any information for where to send the claim?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Oh, it's my pleasure thank you for calling APL and you have a wonderful day.