AccountId: 011433970860
ContactId: 5f13045b-c233-4324-ae6d-434c8532189b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166080 ms
Total Talk Time (AGENT): 73457 ms
Total Talk Time (CUSTOMER): 60610 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/2025/03/04/5f13045b-c233-4324-ae6d-434c8532189b_20250304T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from office checking on the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number, it is 02413470 M as in Mike L as in Lima and number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, Patient name is [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, the service is on [PII].
[CUSTOMER][NEUTRAL] Total charge amount is $2180 even.
[AGENT][NEUTRAL] OK, and the balance after primary?
[CUSTOMER][NEUTRAL] It is $50 even.
[AGENT][NEUTRAL] OK, thank you. And you said the date of service was [PII]?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And can you please repeat your name for me?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][POSITIVE] Thank you, OK.
[CUSTOMER][NEUTRAL] I'm calling from Holy Cross Hospital.
[AGENT][NEUTRAL] OK, and while I'm looking at claim information and let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And give me a moment. I'm showing the claim process is the outpatient benefit has maxed for the calendar year.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please send me the copy of your bill through fax?
[AGENT][NEUTRAL] As I stated, we do have an online service center where providers can check claim status as well as print out the ELB. Um, do you need assistance on setting up on the site?
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Yeah, OK. OK, can you please give me the card number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you. OK, OK. And yeah, this is all today, OK. You have a wonderful day. Thanks for giving the information.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.