AccountId: 011433970860
ContactId: 52ab7493-f99c-4206-94a6-2ec8385ca042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221770 ms
Total Talk Time (AGENT): 105616 ms
Total Talk Time (CUSTOMER): 97675 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/52ab7493-f99c-4206-94a6-2ec8385ca042_20250127T17:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Pros service to check up on a claim status.
[AGENT][POSITIVE] It would be my pleasure to help you with that claim status. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII], and last name [PII]. Uh, meanwhile, I do miss your name. Could you please spell your name for me?
[AGENT][NEUTRAL] Sure. It's [PII]. First [PII] last name, [PII].
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] No, what is a good callback number?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yes, it's 1221549.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, and the last digit 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient's name was uh [PII].
[CUSTOMER][NEUTRAL] And date of birth was [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that claim status. Do you have a claim number or date of service?
[CUSTOMER][POSITIVE] Yeah. Yeah, thanks.
[CUSTOMER][NEUTRAL] Yeah, I have the date of service. It's uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total bill amount was $355 even.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] November
[AGENT][NEUTRAL] 225.
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] And what was the bill amount?
[CUSTOMER][NEUTRAL] It's $355 even.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, it's a Holly Cross Hospital Medical.
[AGENT][NEUTRAL] All right, thank you. I can help you with that claim status. We received that claim on [PII], I'm sorry, 25.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Yes. Yeah, thank you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] With the payment of $98.59 to Holy Cross Medical Group.
[CUSTOMER][NEUTRAL] Uh, yeah, may I know the mode of payment?
[AGENT][NEUTRAL] It's a single paper check.
[CUSTOMER][NEUTRAL] Uh, may I know the check number?
[AGENT][NEUTRAL] Check number is 202.
[AGENT][NEUTRAL] 421 6.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, thank you so much. Uh, uh, could you please verify the, uh, provider's address?
[AGENT][NEUTRAL] Sure. That address, uh, the payment went to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah. Thank you so much for the information. Uh.
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] Do you need the claim number?
[CUSTOMER][NEUTRAL] Yeah, please forward it.
[AGENT][NEUTRAL] Claim number is 355.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 5730.
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII], for helping me today. Could you please provide me the card number for this?
[AGENT][POSITIVE] Call reference number is my name and today's date, and it's been a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Yeah, nothing. Thank you so much for the information. Have a nice day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, thank you so much. Wish you the same. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.