AccountId: 011433970860
ContactId: 81988649-69de-4acb-a715-fe7ee3f6645b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133009 ms
Total Talk Time (AGENT): 71497 ms
Total Talk Time (CUSTOMER): 42626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/81988649-69de-4acb-a715-fe7ee3f6645b_20250227T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII]. I'm calling from Nicholas Children's Hospital following up on the status of a claim.
[AGENT][NEUTRAL] I can verify claim status. [PII], May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, that will be 02443497 ML.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $811.47.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII], check claim status as well. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. This process under claim number 356-7999. We are asking for the primary insurance explanation of benefits. This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Could I get a reference number for this call, please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], would you like the fax number to fax it over?
[CUSTOMER][POSITIVE] Uh yes, please. That would be great.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][POSITIVE] Oh [PII], you've been wonderful. Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.