AccountId: 011433970860
ContactId: 729733f9-33da-4377-bb4c-058d3743a56c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418950 ms
Total Talk Time (AGENT): 78832 ms
Total Talk Time (CUSTOMER): 81149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/729733f9-33da-4377-bb4c-058d3743a56c_20250404T15:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm with uh Orange Jewish Hospital in [PII] and I have an explanation of benefits, um,
[CUSTOMER][NEUTRAL] That deny, no, I apologize. I was thinking of the one I just got done talking about. I had um
[CUSTOMER][NEUTRAL] Spoke with someone last month, uh, [PII], and uh she said that the client, this claim denied cause they was waiting for eligibility from the staffing agency.
[CUSTOMER][NEUTRAL] And I was wondering if that has been updated?
[AGENT][NEUTRAL] OK, I can check on that for you, Ms. [PII]. May I have a callback number just in case we get disconnected?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] 02164598
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service or the claim number?
[CUSTOMER][NEUTRAL] My date of service is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Let me check the notes and everything on the policy and see what's going on. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Uh no, that's fine.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah. OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, so uh that has not changed just yet. Um, I checked with the group and it looks like they're in renewal, so it is gonna be a little bit before it changes. Um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so I will say give it about 2 more weeks.
[AGENT][NEUTRAL] Um, to see if that will change, but yeah, right now we're still waiting, OK?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. OK. And um I didn't catch your name at the beginning. Can I get that again?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK. And uh do you have a call reference number?
[AGENT][NEUTRAL] We don't. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. OK. Well, thank you so much.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that is all I have.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.