AccountId: 011433970860
ContactId: 5675c261-f747-47ab-8d8c-c35bb6551419
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302700 ms
Total Talk Time (AGENT): 141637 ms
Total Talk Time (CUSTOMER): 88494 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5675c261-f747-47ab-8d8c-c35bb6551419_20250114T17:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Candler Hospital. And I just want to check if you already received a name coming from us.
[AGENT][NEUTRAL] OK, [PII], you're wanting to see if we have received a claim. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, that's right.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. OK. And what is a good callback number for you, please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's direct line [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Me's policy number, it's 01435607. And this is for [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is Ms. [PII] date of birth?
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her, please?
[CUSTOMER][NEUTRAL] Date of service is for [PII] with the total bill amount of $15,663.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh-huh, absolutely. You're welcome.
[AGENT][NEUTRAL] OK, and you did say that the date of service is [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, we do not have a claim on file for Haru for that data service.
[AGENT][NEUTRAL] What address do you have as our claims mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII] with the payer I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it should, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] The city is [PII]. It's two words, [PII], [PII].
[AGENT][NEUTRAL] And then the zip code is, uh, I think you just said, I understood you to say rather [PII].
[CUSTOMER][NEUTRAL] Mhm. Oh, OK.
[AGENT][NEUTRAL] And not [PII].
[CUSTOMER][NEUTRAL] Oh, so we need to add the CV.
[AGENT][NEUTRAL] Yes, ma'am. It's two words. The city name is two words, like [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. And do you have a, do you have um a fax number so that in case we can send it through fax?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh yes, ma'am. Our claims fax number is [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you. Thank you so much, [PII] and mhm.
[AGENT][NEUTRAL] And the, yes, ma'am, and just a couple of additional things for you, um, because this is a supplemental policy to her primary insurance, we will also have to have a copy of her primary insurance company's. Uh-huh, yes, ma'am. And then we do also have a portal roof in which our claim status can be checked and you can have access to our explanation of benefits by going to secured.
[CUSTOMER][NEUTRAL] Of the primary EOB.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Absolutely. You're welcome. So is there anything else I can help you with?
[CUSTOMER][POSITIVE] I just need the call reference number then we're all good.
[AGENT][NEUTRAL] [PII], if you're still there, I can't hear you.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] I can hear you now. Yes, ma'am, I can now.
[CUSTOMER][NEUTRAL] Yes, I just need the call reference number.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] And may I have your last name's initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you, [PII]. Thank you so much for your help. Have a great day.
[AGENT][POSITIVE] You are very welcome. Yes, ma'am, you too, and thank you again for calling APL if that's all I can help you with.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.