AccountId: 011433970860
ContactId: 7663d732-379b-4851-bf8c-f030a9526cc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270380 ms
Total Talk Time (AGENT): 98350 ms
Total Talk Time (CUSTOMER): 86049 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/7663d732-379b-4851-bf8c-f030a9526cc8_20250130T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Holy Cross Hospital, trying to get updated claim status.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. And the policy number is 01708211 MLB.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for status on a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Data services [PII] total charge is $517.
[AGENT][POSITIVE] Thank you and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I have a question for you because I did try to go on the portal to find this, but uh in order to pull it up, you need the patient's last four of the social which I don't have. So can you, is there a work around to get it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can use the social or the patient's account number.
[CUSTOMER][NEUTRAL] When you say account number, is that our account number or the member ID?
[AGENT][NEUTRAL] Yes, it will be the patient, it's the patient account number that you submitted on the claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So, for the account number, it's asking for just the last 4 of the account number?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][POSITIVE] And I did pull that claim up for you as well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, because it has the last four digits of the primary social security number, then the next line it has the account number.
[AGENT][NEUTRAL] OK, so is the account number just asking for the last four digits because normally it asks for the full account number.
[CUSTOMER][NEUTRAL] No, no, no, it's two separate lines, that's what I'm saying.
[CUSTOMER][NEUTRAL] So if I put the account number in I don't have to put the social in?
[AGENT][NEUTRAL] You shouldn't have to. It's either you either have to have the claim number itself or the patient account number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And so for this claim, it does show that we did receive it on [PII].
[AGENT][NEUTRAL] That claim was processed on [PII].
[AGENT][NEUTRAL] It is showing that the claim number is 355.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] 216.
[AGENT][NEUTRAL] And it is showing that claim process and it made a payment of $338.64.
[CUSTOMER][NEUTRAL] OK. Is that a check or EFT payment?
[AGENT][NEUTRAL] That is by a check.
[CUSTOMER][NEUTRAL] Single check?
[AGENT][NEUTRAL] A single check, yes.
[CUSTOMER][NEUTRAL] OK, you have the check number?
[AGENT][NEUTRAL] The check number is 202.
[AGENT][NEUTRAL] 5052.
[CUSTOMER][POSITIVE] Great. OK. Can I have a call reference number?
[AGENT][NEUTRAL] Yes, the call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Great. Thank you, [PII], for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.