AccountId: 011433970860
ContactId: 5d59aff9-c361-410d-a049-12ac785804fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229839 ms
Total Talk Time (AGENT): 64875 ms
Total Talk Time (CUSTOMER): 72622 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/5d59aff9-c361-410d-a049-12ac785804fa_20250423T17:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. Yeah.
[CUSTOMER][NEUTRAL] This morning like we make cost a lot of money.
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Saint Louis Children's Hospital, and I'm trying to check the status of of medical plan we submitted for a patient.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today, [PII]. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01828792.
[AGENT][POSITIVE] Thank you. And do you have a good callback number, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what is the data service we're looking for?
[CUSTOMER][NEUTRAL] And date of service is [PII].
[CUSTOMER][NEUTRAL] And we bill $670 even.
[AGENT][NEUTRAL] [PII], do you by chance have an amount that's different after primary paid?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, at the primary paid, I show $482.40.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, uh, looks like we only have one claim on file for that date of service, but it's a different build amount. It's for 150, so I don't show any claims on file for that amount.
[CUSTOMER][NEUTRAL] Files that we
[CUSTOMER][NEUTRAL] For one
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is the correct claim address [PII]?
[AGENT][NEUTRAL] It's actually not. Let me give you the correct address.
[CUSTOMER][NEUTRAL] It's actually
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And with this still go to attention American public life?
[AGENT][NEUTRAL] Mhm yep, and there's no timely filing limit so it can still be filed.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much and I'm so sorry, did you say your name is [PII]?
[AGENT][NEUTRAL] Uh-huh, my name is [PII] and that's the call reference with today's date.
[CUSTOMER][POSITIVE] OK, sounds good. [PII], thank you so much for looking into this with me.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You do the same. Bye.
[AGENT][NEUTRAL] Bye-bye.