AccountId: 011433970860
ContactId: 6d8bc063-bbd2-48cf-acfa-c3e18e2379ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216000 ms
Total Talk Time (AGENT): 62461 ms
Total Talk Time (CUSTOMER): 51929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/6d8bc063-bbd2-48cf-acfa-c3e18e2379ea_20250401T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Holy Cross Hospital, trying to get updated claim status on a patient.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient.
[CUSTOMER][NEUTRAL] That number is.
[CUSTOMER][NEUTRAL] 02487948ML8
[AGENT][NEUTRAL] OK. Thank you. And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] And what's that data service?
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] $25,228.25.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, pulling this up. Just give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well I show the claim process but I don't have.
[AGENT][NEUTRAL] Let me see what's going on here um.
[AGENT][NEUTRAL] Oh, I see. OK. Looks like.
[AGENT][NEUTRAL] OK, we made a payment of 6,78265.
[AGENT][NEUTRAL] And that was on.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me get you the date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was on 321 25, so it's probably en route and getting processed through your billing.
[CUSTOMER][NEUTRAL] OK. Was it a check or EFT payment?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, that was a check.
[CUSTOMER][NEUTRAL] Do you happen to have the check number?
[AGENT][NEUTRAL] I do it's 203-444-4.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get also the claim number? because I don't have a claim number.
[AGENT][NEUTRAL] Uh, that claim number is 3579064.
[CUSTOMER][POSITIVE] Thank you so much for your time.
[AGENT][NEUTRAL] OK, [PII], is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that would be it thank you so much.
[AGENT][POSITIVE] OK, well thank you thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm.