AccountId: 011433970860
ContactId: 659ab634-e1d8-4d88-9f60-b26c907d5d47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171990 ms
Total Talk Time (AGENT): 66971 ms
Total Talk Time (CUSTOMER): 69259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/659ab634-e1d8-4d88-9f60-b26c907d5d47_20250505T18:52_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII]. I'm calling from Nicola Children's Hospital following up on a claim.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 254-498-6
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for verifying our account and uh you did say status. What is the data service you're checking?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, this is the facility charge.
[CUSTOMER][NEUTRAL] Uh, yes, for $52,536.63.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show we did receive the claim. It looks like on [PII] we did request the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah, that's actually been faxed twice. The last time there was faxed on [PII].
[AGENT][NEUTRAL] OK, I'm not showing it received you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do not show it received. um, what is the, do you want to verify the fax number used?
[CUSTOMER][NEUTRAL] They actually did not include that information on the last note but um it's been faxed twice and for some reason it has not been received um can I get um can I get a reference number for this call please?
[AGENT][NEUTRAL] Yes, to reference the call, you will use my name, [PII], today's date.
[CUSTOMER][POSITIVE] Thank you very much and you have a wonderful rest of your day.
[AGENT][POSITIVE] You have a wonderful day yourself. Thank you for calling. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. Can, can you confirm the claim number? I'm very sorry. Can you confirm the claim number?
[AGENT][NEUTRAL] Uh, yes. Claim number is 3551696.
[CUSTOMER][POSITIVE] 55169. Perfect. Thank you very much. You have a great day, ma'am. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You too, thank you for calling APL bye bye.