AccountId: 011433970860
ContactId: 6e81fd58-657d-43e8-b7a0-4dd5da4f4a34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122919 ms
Total Talk Time (AGENT): 39589 ms
Total Talk Time (CUSTOMER): 40740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/6e81fd58-657d-43e8-b7a0-4dd5da4f4a34_20250530T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I am calling on behalf of South East Side Hospital to obtain claim status for a patient.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on a claim. Do we have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, whenever you're ready.
[CUSTOMER][NEUTRAL] The policy number is 02456419.
[AGENT][NEUTRAL] Can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And then data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the belt out?
[CUSTOMER][NEUTRAL] $23,096.06.
[AGENT][NEUTRAL] Do you by chance have a different amount after primary paid?
[CUSTOMER][NEGATIVE] Primary didn't pay anything.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, yeah, we don't have any claims on file for that bill amount.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and get this resubmitted. May I have a reference number for this call today?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII] Initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright thank you so much have a great day.
[AGENT][NEUTRAL] You too bye bye.