AccountId: 011433970860
ContactId: 811c30c1-6f9b-4ac8-81ac-c06117e28a2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304760 ms
Total Talk Time (AGENT): 70156 ms
Total Talk Time (CUSTOMER): 129693 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/811c30c1-6f9b-4ac8-81ac-c06117e28a2a_20250204T14:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider's office to check on claim status.
[AGENT][POSITIVE] Sure, I can assist you with clean status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, may I call back number just in case we get disconnected. Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Direct line?
[AGENT][NEUTRAL] OK, and you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] provider.
[CUSTOMER][NEUTRAL] Yeah, uh, from, yeah, provided Memorial Hospital for Cancer in [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Sorry, can you repeat that? Memorial Hospital for Cancer in [PII].
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you. And may I have the patient.
[CUSTOMER][NEUTRAL] Sure, one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 0233
[CUSTOMER][NEUTRAL] 423 7.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] May I have the name of your first patient? Sure, name [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] And may I have the rate of service and the amount of the claim? Sure, date of service [PII].
[CUSTOMER][NEUTRAL] And total will charge $6,307.52.
[AGENT][NEUTRAL] And how much
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In the future, um, you can check claim status online through our website at [PII].
[CUSTOMER][NEUTRAL] The future you can check the status online through our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. And again, that was [PII], correct?
[CUSTOMER][NEUTRAL] And then you know it's [PII], correct? OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, it's [PII] and total charge $6,307.52.
[AGENT][NEUTRAL] OK, so it was
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], correct? Correct.
[AGENT][NEUTRAL] OK. I did not find a claim for that date of service.
[CUSTOMER][NEUTRAL] I did not find for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] There's no claims on file, Mr. [PII].
[CUSTOMER][POSITIVE] OK, no issues, uh. They're still.
[CUSTOMER][NEUTRAL] Mhm. OK, I'll resubmit again. Is Alliance Health and Life comes under your contract?
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] All right. Can you repeat that? Allianz Health and Life Insurance.
[AGENT][NEUTRAL] I don't know who's that. We are APL, American Public Life.
[CUSTOMER][NEUTRAL] I don't know. We are APL American like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sure, no issues, we'll resubmit again. Thank you so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in the state if you will.
[CUSTOMER][POSITIVE] We don't have reference numbers. Just my name into today. Sure, thank you so much bye bye.
[AGENT][POSITIVE] Bye bye and thank you for calling APL bye bye Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah. Mhm.