AccountId: 011433970860
ContactId: 6fc7fd91-252a-4506-a8be-d84e0a360d5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247779 ms
Total Talk Time (AGENT): 107904 ms
Total Talk Time (CUSTOMER): 64227 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/6fc7fd91-252a-4506-a8be-d84e0a360d5a_20250121T20:34_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I am just calling to see if you have a claim on file for a patient.
[AGENT][NEUTRAL] OK, yeah, I'd love to help you with the claim today. And may I get the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 655.
[CUSTOMER][NEUTRAL] 67 M like Mary, L like Lisa, 7.
[AGENT][NEUTRAL] Thank you. And while I'm pulling up that policy, do you mind if I also go ahead and get a good callback number?
[CUSTOMER][NEUTRAL] Absolutely, it's [PII].
[AGENT][POSITIVE] Perfect. Thank you, Ms. [PII]. And
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service that we're looking at for this claim?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Perfect. And
[AGENT][NEUTRAL] Let's see, 1 2nd please.
[AGENT][POSITIVE] Perfect. And what was that total bill amount today?
[CUSTOMER][NEUTRAL] $5,718.71.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Alright, would you be able to verify for me please the name of the provider on file?
[CUSTOMER][NEUTRAL] Yes, it's Nicholas Children's Hospital.
[AGENT][POSITIVE] Thank you. Alright, perfect. Give me one second, that was it, but I've got to go back a page real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, so it looks like we received the claim. Let me make sure I'm reading this right.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, yes. We received your claim on the [PII] and it was processed the same day, [PII]. I show your claim number listed as 350.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 81
[AGENT][NEUTRAL] 31
[AGENT][NEUTRAL] And I do show that the claim had benefits payable of $50 and that would have been sent out via check. I have your check number listed as 2008635 and I show that check was cut on 10-17-2024 and it looks like it was cleared on 11-07-2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right and then do you have a call reference number for today?
[AGENT][NEUTRAL] Yeah, you betcha. It's gonna be my name, [PII], first initial last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] Yeah, my pleasure. Thank you for calling APL and you have a fabulous day, ma'am.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Right.