AccountId: 011433970860
ContactId: 71b80401-4da4-4d90-8c53-0a71354ebad2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195699 ms
Total Talk Time (AGENT): 108730 ms
Total Talk Time (CUSTOMER): 78478 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/71b80401-4da4-4d90-8c53-0a71354ebad2_20250624T18:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Emory University Hospital. I'm calling regarding claim status, please.
[AGENT][POSITIVE] Yes, ma'am, Mr. [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Well, you know, I'm, well, I'm calling from the policy from the provider's office. I'm not the patient.
[AGENT][NEUTRAL] OK, go ahead with that policy number.
[CUSTOMER][NEUTRAL] Alright then it's 02491580. That's on a Stephanie stand stand born [PII]. How you doing today?
[AGENT][POSITIVE] I'm doing just great. How about you today, Ms. [PII]?
[CUSTOMER][POSITIVE] I'm doing wonderful, no complaints over here.
[AGENT][POSITIVE] That's good. Well, go ahead and give me a good return telephone call number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Alright then direct number is [PII]. That's my direct call back.
[AGENT][NEUTRAL] Alrighty, thank you, Ms. [PII], for all that information. Now, you did say you want to check status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. What is that date of service, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] they claim was for $10,828.
[AGENT][NEUTRAL] Alright, let's see, [PII].
[AGENT][NEUTRAL] And you did say it was from a hospital. Is that, is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I do see that claim. Alrighty, let's see what's going on. Looks like I do see that claim in-house and I do see that we received it and denied it uh as patient being terminated. So let me go back over here and see what their termination date is.
[CUSTOMER][NEUTRAL] Emory University Hospital.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And then did that when can, can, can you tell me when was the claim received?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yes, ma'am. Let me get over there. I do see this policy did terminate [PII] as well, just so you'll know that.
[CUSTOMER][NEUTRAL] I'll do it.
[AGENT][NEUTRAL] And let's see, that claim number is gonna be 356.
[CUSTOMER][NEUTRAL] And what's that claim number?
[AGENT][NEUTRAL] 5883.
[AGENT][NEUTRAL] And you want to know what day it was received on, was that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yes, she turned, you said [PII]. That's it. OK. Can I get a reference number? Do I, do I use your name? Do I use your name, date, date?
[AGENT][NEUTRAL] Yes, ma'am, that is it.
[AGENT][NEUTRAL] Well, is that all that I can help answer for you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's all I need.
[AGENT][POSITIVE] Alrighty. Yes, ma'am, you're correct to use my name in today's date because we don't give reference numbers. And thank you so much for calling APL, Ms. [PII]. You've been a joy to talk with.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Take care. You have a blessed day. Bye.