AccountId: 011433970860
ContactId: 80333289-159f-42a2-b8e2-25a6de202321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212289 ms
Total Talk Time (AGENT): 69496 ms
Total Talk Time (CUSTOMER): 53497 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/80333289-159f-42a2-b8e2-25a6de202321_20250418T13:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check status on the claim.
[AGENT][NEUTRAL] OK, I can, I can help you. Your name?
[CUSTOMER][NEUTRAL] My name is [PII] from Holy Cross Hospital.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] The policy number I have is.
[CUSTOMER][NEUTRAL] 02496781
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information, [PII].
[CUSTOMER][NEUTRAL] What's your last in your name?
[AGENT][NEUTRAL] It's [PII] and you'll use my name in today's date as reference for today's call and we're checking claim status for what date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total build.
[CUSTOMER][NEUTRAL] $123,373.24.
[AGENT][NEUTRAL] OK. $123,373.24.
[CUSTOMER][NEUTRAL] 20 yes.
[AGENT][NEUTRAL] OK, so this would be for a facility charge, OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you said it's Holy Cross Hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so I'm showing up.
[AGENT][NEUTRAL] That the claim, let's see.
[AGENT][NEUTRAL] Alright, so it looks like um it's in a pin status we're trying to confirm eligibility uh once that information is received then we will continue the claims process.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, when did you receive it?
[AGENT][NEUTRAL] The received date for this claim is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Was pending claim number.
[AGENT][NEUTRAL] It's 357-8272.
[CUSTOMER][NEUTRAL] 357.
[AGENT][NEUTRAL] 82, 72.
[CUSTOMER][NEUTRAL] And you waiting on, what, what was, what'd you say you was waiting on?
[AGENT][NEUTRAL] We're trying to confirm eligibility for the patient.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] For the patient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, and you said the reference is your name and today's date. Alright, thank you so much. Uh, you want me to allow another couple of weeks?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright have a good weekend.
[AGENT][POSITIVE] Alrighty you too and thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye.