AccountId: 011433970860
ContactId: 726b2c57-0ba8-4299-b350-c85b0e4b90e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281040 ms
Total Talk Time (AGENT): 110108 ms
Total Talk Time (CUSTOMER): 87473 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/726b2c57-0ba8-4299-b350-c85b0e4b90e2_20250314T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling on behalf of Nicholas Children's Hospital to check a couple claim statuses.
[AGENT][NEUTRAL] I can verify claim status. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, yes, the first one is.
[CUSTOMER][NEUTRAL] First policy number I have is 020.
[CUSTOMER][NEUTRAL] 03104 M as in Mike L for Larry number 8
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, date of birth for this one?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yes, it's 107 of 24.
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] $5,215.75.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] check claim status as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This one processed under claim number 3,567,400. It looks like the primary insurance did not pay.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would you like a copy of this COB faxed over?
[CUSTOMER][POSITIVE] Um, yes, that would be, that would be good. Let me.
[CUSTOMER][NEUTRAL] My fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII]. I'll fax that over.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I'm ready for your next policy number or is it the same?
[CUSTOMER][NEUTRAL] Um, it's different, yeah, it's a different policy number.
[CUSTOMER][NEUTRAL] Um, the next one is 02013321.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] 11025 through 111 of 25?
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] Uh, $17,567.44.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] This one processed under claim number 3574501. Looks like it paid a benefit amount of $1,925.81 to the provider.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] This claim processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Would you like a copy of that EOB as well?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll fax that one over too. Is there another policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, no, actually that's the only two that I had, um, uh, just the reference number and that'll be it.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right, and I thank you so much for your help today and I hope you have a great weekend.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.