AccountId: 011433970860
ContactId: 6bae1a80-6e1a-4e8d-97e3-cf6029738810
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1114000 ms
Total Talk Time (AGENT): 114966 ms
Total Talk Time (CUSTOMER): 126532 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/6bae1a80-6e1a-4e8d-97e3-cf6029738810_20250321T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] and I'm calling from Po's office to check on a claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you, and you're calling from which facility?
[CUSTOMER][NEUTRAL] Uh, it's Holy Cross Hospital.
[CUSTOMER][NEUTRAL] Can I have your name, please?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. It's 01846260. M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It's [PII] with the billed amount of $11,348.15.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, one moment, let me see if I can find your phone.
[AGENT][NEUTRAL] You pull this here bear with me.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] I'm still waiting on the bear with me.
[CUSTOMER][NEUTRAL] Sir, actually, uh, I just want you to fax explanation of benefits to the fax number. I have all the information regarding the claim.
[AGENT][NEUTRAL] OK, let me have the fax number.
[CUSTOMER][NEGATIVE] So still we didn't receive any.
[CUSTOMER][NEUTRAL] Yes. The fax number is [PII].
[AGENT][NEUTRAL] OK, let me have that one more time. You said 248 Western middle numbers?
[CUSTOMER][NEUTRAL] 233
[AGENT][NEUTRAL] 2332452. OK, to your attention or to what attention Mrs. [PII]?
[CUSTOMER][NEUTRAL] 2452.
[CUSTOMER][NEUTRAL] Uh, sorry, I didn't get that.
[AGENT][NEUTRAL] To our attention?
[CUSTOMER][NEUTRAL] Uh, my name?
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you right now?
[CUSTOMER][POSITIVE] Sure. Take your time.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, yes, I do have one more claim. Uh, I just need the explanation of benefits for the different member. Could you please fax that one also?
[AGENT][NEUTRAL] It's a different member?
[CUSTOMER][NEUTRAL] Yes, for the different number.
[AGENT][NEUTRAL] OK, bear with me just a second, and you don't need any other information on this one, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I have all the information. I just, uh, I'm just messing with the explanation of benefits.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, bear with me just a minute, let me go ahead and finalize this note. OK, one moment.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK, what's the next policy?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02413470 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] Ma'am, my name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and do you have the claim number or you have the date of service?
[CUSTOMER][NEUTRAL] Date of service?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh November 29, 2024 with the bill amount of $2180 even.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, this one, and you also need a copy of this one, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this one out?
[CUSTOMER][NEUTRAL] Sure. Uh, so, can I have a call reference number for the first one?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome and let me put you on a brief hold so I can send this one out as well. OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. Yeah, I went ahead and send that one over as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you. Thank you for assisting me too, and have a wonderful day.
[AGENT][POSITIVE] You as well thank you for calling APL. Have a good weekend. Bye-bye, Mr. [PII].