AccountId: 011433970860
ContactId: 61cd3468-d9b4-47ee-bf9b-2b36911b43d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178039 ms
Total Talk Time (AGENT): 57803 ms
Total Talk Time (CUSTOMER): 68892 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/61cd3468-d9b4-47ee-bf9b-2b36911b43d4_20250626T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] from Saint Luke's Hospital checking claim status, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then do you have a policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah, 01852290.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII] [PII].
[AGENT][NEUTRAL] OK and the date of service and bill charges?
[CUSTOMER][NEUTRAL] $2625877. 60.
[AGENT][NEUTRAL] I don't show the claim on file. Would you be able to resubmit that?
[CUSTOMER][NEUTRAL] Yes, let me verify the address. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me change.
[AGENT][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] I just wanna make sure we.
[AGENT][NEUTRAL] The policy number you gave me is a terminated policy. Let me look up the new policy. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and that was, uh, data service was [PII], is that right?
[CUSTOMER][NEUTRAL] Um, is your address [PII]?
[AGENT][NEUTRAL] Um, no, that's an old address.
[CUSTOMER][NEUTRAL] OK, and this is for data service 26255.
[AGENT][NEUTRAL] Uh, yeah, we don't have the claim on file, but let me give you our mailing address and then also the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, ID number?
[AGENT][NEUTRAL] Yes, ID number is 02134928.
[CUSTOMER][POSITIVE] 02134928. Great, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK. You too. Bye.