AccountId: 011433970860
ContactId: 5aac559b-40be-4aca-a470-79a79be7a044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201100 ms
Total Talk Time (AGENT): 73752 ms
Total Talk Time (CUSTOMER): 88884 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/5aac559b-40be-4aca-a470-79a79be7a044_20250307T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the business office for VHH of Brownsville Hospital. Please be advised this call may be monitored and recorded for quality assurance. I would like to verify claim status.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] Are
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 023-267-63.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII], for verifying the policy. You're calling in for status. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Date of service is [PII] with the billed amount of 15,474 even.
[AGENT][POSITIVE] Thank you and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][POSITIVE] OK thank you so much.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Showing no claims on file.
[CUSTOMER][NEUTRAL] OK, no claims on the file.
[AGENT][NEUTRAL] Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] OK, uh, the mailing address I have here was oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is correct, and would you like the fax number as well?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] 942-3 and that is attention claims department and as I mentioned at the beginning of the call, you can also use the secured portal at [PII].
[CUSTOMER][NEUTRAL] A as in Alpha Mama.
[AGENT][NEUTRAL] A public, American public.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for that information. OK, I have no further question about this claim. Thank you so much for your assistance. Can you spell out your name for me again, please?
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] in today's date will be used as the call reference.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] OK, thank you so much and that's all for now have a nice day ahead.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Yeah.