AccountId: 011433970860
ContactId: 841236a8-8cf2-4fdb-b76a-b744c3ce6d1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224250 ms
Total Talk Time (AGENT): 66108 ms
Total Talk Time (CUSTOMER): 62228 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/841236a8-8cf2-4fdb-b76a-b744c3ce6d1b_20250317T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from the business office of BHS Brownsville Hospital. Please advise this call may be monitored or recorded for quality assurance. I'm here to check for a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mr. [PII] and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's number is 023-267-63.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the total charge is $15,474 even.
[AGENT][NEUTRAL] All right, thank you. Let me see if I can find this claim for you. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's gonna be one more minute.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's been processed today. Yeah, they're working on it today, um, so we don't have uh information just yet. I do have a claim number, but I don't have the amount. It looks like they're getting ready to pay, but I don't have the amount just yet. I only have a claim number.
[CUSTOMER][NEUTRAL] OK, can you provide me the claim number and also the received date?
[AGENT][NEUTRAL] Yes, the received date was [PII].
[AGENT][NEUTRAL] Claim number is 3576445.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like it's been processed today.
[CUSTOMER][NEUTRAL] And lastly, may I also have
[AGENT][NEUTRAL] So it's gonna be updated by tomorrow. Mhm.
[CUSTOMER][NEUTRAL] OK, it's OK.
[CUSTOMER][NEUTRAL] OK, thank you. And also, can you provide me a reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. Thank you. That's all for me. Thank you for your help and have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Bye-bye.