AccountId: 011433970860
ContactId: 5b5677dd-5e78-480c-a962-8d61ef9be010
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499399 ms
Total Talk Time (AGENT): 177328 ms
Total Talk Time (CUSTOMER): 80660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/5b5677dd-5e78-480c-a962-8d61ef9be010_20250109T14:55_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. It's [PII]. I'm calling you from Nicholas Children's Hospital to check claim status.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with the same status today and.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, would you be able to provide me a good callback number as well?
[CUSTOMER][NEUTRAL] Uh yes, callback number is [PII].
[AGENT][POSITIVE] Thank you, I appreciate that and.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] Let's see. What's that member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the member policy number is
[CUSTOMER][NEUTRAL] 10092228.
[AGENT][POSITIVE] Perfect, let me pull that up. Give me just a moment please.
[AGENT][NEUTRAL] All right. Thank you so much. And would you mind verifying for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Monday
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][NEUTRAL] OK, hang tight one second.
[CUSTOMER][NEUTRAL] And I'm just sorry, I didn't get your name before. May I have your name once again, please?
[AGENT][POSITIVE] Yeah, no worries, um.
[AGENT][NEUTRAL] The, my name is [PII] initial, last name, [PII].
[AGENT][POSITIVE] Yes, I'm sorry.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, so it looks like your patient actually has an updated policy number. Can I give that to you?
[CUSTOMER][POSITIVE] Oh yes, please.
[AGENT][NEUTRAL] OK, perfect. It looks like the policy number for your current your patient is 01854361.
[CUSTOMER][POSITIVE] And this like policy was effective from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the effective date on this policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's currently active, right.
[AGENT][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] And what is, do you have the claim number you want me to look at and you're needing further explanation on or do you want me to search for your claim by date of service?
[CUSTOMER][NEUTRAL] Uh, by data service.
[AGENT][NEUTRAL] OK, and what is that data service, sir?
[CUSTOMER][NEUTRAL] Uh, it's a date range. It starts from [PII] till
[CUSTOMER][NEUTRAL] [PII]. This is the old claim.
[AGENT][NEUTRAL] [PII], got you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me pull something up real quick.
[AGENT][NEUTRAL] And what was the total amount on that claim?
[CUSTOMER][NEUTRAL] Uh, it was for $594 even.
[AGENT][NEUTRAL] 594.
[CUSTOMER][NEUTRAL] Yes, $594 even.
[AGENT][NEUTRAL] Alrighty, I was able to locate that claim. Give me just one more second to.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Get back out into the screen you need for me.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Alright, so it looks like we received your claim on [PII]. We processed it [PII].
[AGENT][NEUTRAL] I have your claim number listed as.
[AGENT][NEUTRAL] 329-570-05
[AGENT][NEUTRAL] And I do show that the claim had benefits payable of.
[AGENT][NEUTRAL] $45.
[AGENT][NEUTRAL] And that was paid by check. I do have your check number listed as.
[AGENT][NEUTRAL] 1784379 and if you give me just a moment I can pull up those check details for you.
[CUSTOMER][NEUTRAL] Uh, can I come in with a check number 178439 you said?
[AGENT][NEUTRAL] Oh, close 1784.
[AGENT][NEUTRAL] 379.
[CUSTOMER][POSITIVE] Oh, it's 37912. Thank you.
[AGENT][NEUTRAL] And I do have that those check details. It looks like that it was a single check for $45 made out to Nicholas Children's Hospital. It was issued on um.
[AGENT][NEUTRAL] [PII], and it was cleared on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And if you don't mind, could you please fax the uh EOP?
[AGENT][NEUTRAL] Yeah, give me just a second to pull that back up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you going to want that EO be made attention to yourself aim or are you gonna want me to make it attention to the patient account number?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Sir, are you still there with me?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello sir, are you still there with me?