AccountId: 011433970860
ContactId: 6e59fe0f-2398-49af-bfd1-32ead06d4b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188639 ms
Total Talk Time (AGENT): 32878 ms
Total Talk Time (CUSTOMER): 39011 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6e59fe0f-2398-49af-bfd1-32ead06d4b81_20250225T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Mercy Hospital looking for a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim status, sir. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, policy number 02018413. Patient's name, [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I missed your name. Can I have your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] Tur [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $389 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Just one.
[CUSTOMER][NEUTRAL] In total, $151.64.
[AGENT][POSITIVE] OK, thank you so much and I'm gonna put you on a brief hold [PII] while I pull that claim up for us and I'll be right back.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.