AccountId: 011433970860
ContactId: 7b063856-bf9d-4d3f-8330-277b46b9c9b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196460 ms
Total Talk Time (AGENT): 87774 ms
Total Talk Time (CUSTOMER): 54619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/7b063856-bf9d-4d3f-8330-277b46b9c9b0_20250123T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name 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, um, to check a claim status please.
[AGENT][POSITIVE] All right, [PII], it would be my pleasure to assist you with that claim status. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, the policy number I show here is 01611790 M as in Mike L8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII], and his date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service for that claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Data of service is [PII].
[AGENT][NEUTRAL] And what is the bill amount, please, ma'am?
[CUSTOMER][NEUTRAL] $8,308.38.
[AGENT][POSITIVE] All right, thank you. And then finally, what is that facility name?
[CUSTOMER][NEGATIVE] You're wrong.
[CUSTOMER][NEUTRAL] Nicholas Children's Hospital.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], we did receive that claim for [PII] on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was processed on [PII].
[AGENT][NEUTRAL] And the claim is pending for the primary EOB. We're secondary to the policyholder's major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] And that can be faxed to you all correct?
[AGENT][NEUTRAL] It certainly can. I can give you the claim number and you can fax that EOB referencing that claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] 352.
[AGENT][NEUTRAL] 0198.
[AGENT][NEUTRAL] And our fax number to our claims department is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and the attention to on that?
[AGENT][NEUTRAL] It comes straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, I will get that faxed over to you all if you could just give me a reference number.
[AGENT][NEUTRAL] My reference number would be my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Alright, and I thank you so much for your help today.
[AGENT][POSITIVE] It's been such a pleasure to assist you with that claim status. Thank you, [PII], for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.