AccountId: 011433970860
ContactId: 4e9051fd-1542-4404-bddb-6ae8914ef25d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325779 ms
Total Talk Time (AGENT): 82164 ms
Total Talk Time (CUSTOMER): 136061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/4e9051fd-1542-4404-bddb-6ae8914ef25d_20250218T16:08_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Powder office for looking claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your callback number and the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[CUSTOMER][NEUTRAL] And uh first name is Memorial Regional Medical Center.
[AGENT][POSITIVE] OK, thank you so much. And what is the um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's uh [PII] and date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and charges amount is $7,386 even.
[AGENT][NEUTRAL] OK. And what is the policy number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm, just allow me a second. Yeah, policy number is 101.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 966,752,100.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, uh, uh, sorry, sorry. Just a moment.
[CUSTOMER][NEUTRAL] Uh, policy number is 021-73249.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you. Let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK. And then what was the date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just allow me a second.
[CUSTOMER][NEUTRAL] Uh, data services [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It is $1,395. 69 cents.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello [PII], uh, looking at data service of [PII], I am not finding a claim on file for that data service.
[CUSTOMER][NEUTRAL] Uh, could you confirm what is your mailing address?
[AGENT][NEUTRAL] Yes, the mailing address is [PII]. That's in [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh, what about family planning?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] Uh, and, uh, uh, could you confirm your pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Uh, you don't have, uh, about family family detail.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Uh, may I, may I have a reference number and your name?
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Yes, you can use my name which is [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, uh, please spell your name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And today's date. OK. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Bye bye you have a good day and thanks for calling APL.