AccountId: 011433970860
ContactId: 80488ae2-44db-477d-9c2e-83dd3383261c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269899 ms
Total Talk Time (AGENT): 75311 ms
Total Talk Time (CUSTOMER): 102673 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/80488ae2-44db-477d-9c2e-83dd3383261c_20250312T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling ACL.
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. My last initial is [PII], calling for claim status. And could you please spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] And [PII], what is your callback number?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] My callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you sir, and I can help you with the claim status. Can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Status can you the patient's name.
[CUSTOMER][NEUTRAL] Number? Sure. The patient's name is [PII]. The policy number is 023893887. Date of birth, [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEGATIVE] Mm, actually why it gets breaking.
[AGENT][NEUTRAL] OK, I do have the policy pulled up. Can you please give me the date of service?
[CUSTOMER][NEUTRAL] I do have the policy for.
[AGENT][NEUTRAL] And the charge amount.
[CUSTOMER][NEUTRAL] And the service.
[CUSTOMER][NEUTRAL] And the charge amount. The date of service is [PII] and the total charges is $158 even.
[AGENT][NEUTRAL] OK and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] What is the charge amount after the primary insurance pay their part? $30 copay.
[AGENT][NEUTRAL] OK, and can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] MU USC Medical University Hospital.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you, [PII], and I'll be right back.
[CUSTOMER][NEUTRAL] On a brief hold while I look at this claim right I'll be right back. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service of [PII], uh, with the charge amount of $158 before primary and $30 after primary, I do not find the claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $8 before primary and 3 after primary.
[CUSTOMER][NEUTRAL] OK, so may I get the member policy effective date and term date?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] The effective date.
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's the day.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][POSITIVE] And the policy is still active. So thank you so much for assisting with these claims in a kind manner. Have a nice day.
[AGENT][POSITIVE] You too you have a blessed one. Thanks for calling APL [PII] bye bye.
[CUSTOMER][POSITIVE] Too you have a well thanks for calling bye bye.