AccountId: 011433970860
ContactId: 6891608a-fc16-4d76-b548-4aee551ec644
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236059 ms
Total Talk Time (AGENT): 66969 ms
Total Talk Time (CUSTOMER): 78038 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/6891608a-fc16-4d76-b548-4aee551ec644_20250521T19:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL this is may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mercy Hospital. I'd like to get claim status, please.
[AGENT][NEUTRAL] OK, I can verify claim status, uh, [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] 1421267
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, I do not show her on this policy, um.
[CUSTOMER][NEUTRAL] Oh, yeah, I don't know OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, spell the last name for me.
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] Do you have a copy of her card?
[CUSTOMER][NEUTRAL] Um, gonna look for that. Let me see if we do.
[AGENT][NEUTRAL] And what was her date of birth again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, um, when you're ready I can give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's 260.
[AGENT][NEUTRAL] 5256.
[AGENT][NEUTRAL] And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] That was [PII]. It's for $35,222.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Yes, let me, where, mm, where'd it go?
[CUSTOMER][NEUTRAL] OK there it is.
[CUSTOMER][NEUTRAL] Should be it, OK.
[CUSTOMER][NEUTRAL] Well, that's weird. Yes, it's $5,0014.78.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I do not show we received that claim and the patient was not active at the time of service.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] And your name again please?
[AGENT][NEUTRAL] Uh, it's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] And do you have the um effective and, and um term dates?
[AGENT][NEUTRAL] Effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, so she didn't come on until after, right.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, is there a call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] All right thank you I appreciate your help.
[AGENT][POSITIVE] Alright, you're welcome, Miss [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.