AccountId: 011433970860
ContactId: 76b16f02-c463-4827-8442-88f3f36bb91b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171979 ms
Total Talk Time (AGENT): 62640 ms
Total Talk Time (CUSTOMER): 52753 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/76b16f02-c463-4827-8442-88f3f36bb91b_20250411T15:34_UTC.wav
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[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Calling EPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm with Oakdale Community Hospital. I need to check status of a claim. And I'm sorry, you said your name was [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And first, could I please get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][POSITIVE] Yes, and thank you, [PII]. I can assist you with claim status. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 1451418
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Data service is [PII] for a total charge of $1,228.50.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] Um, that claim number is.
[AGENT][NEUTRAL] 356-413-1
[AGENT][NEUTRAL] And this claim denied because this policy actually expired on [PII].
[CUSTOMER][NEUTRAL] OK, the claim number was 356.
[AGENT][NEUTRAL] See it's 35.
[CUSTOMER][NEUTRAL] 4131.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] And what date did the policy term?
[AGENT][NEUTRAL] Um, the policy termed on [PII].
[CUSTOMER][POSITIVE] All right. Uh thank you very much. You have a great day.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks