AccountId: 011433970860
ContactId: 84a5fdda-d221-4e43-ba3f-899db0b47c9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436429 ms
Total Talk Time (AGENT): 119671 ms
Total Talk Time (CUSTOMER): 80592 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/84a5fdda-d221-4e43-ba3f-899db0b47c9b_20250616T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from my doctor's office checking on uh the nightly.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Can I get your name one more time?
[AGENT][NEUTRAL] Yes, my name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No problem. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, 02545774.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, please. Patient name is [PII].
[CUSTOMER][NEUTRAL] Nola [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Yes, data services.
[CUSTOMER][NEUTRAL] That is [PII] for the bill amount $2,579 even.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK, yes, I'm showing that we received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 3,561,300.
[AGENT][NEUTRAL] And the claim paid out for $3000 even.
[CUSTOMER][NEUTRAL] You said 3000?
[AGENT][NEUTRAL] Yes, 3000.
[CUSTOMER][NEUTRAL] How come the total bill amount is 2,579 only, right?
[AGENT][NEUTRAL] OK, I'm showing that there was another charge along with this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'm looking for the procedure 23515.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh we have submitted a claim.
[CUSTOMER][NEUTRAL] On 310-2025.
[AGENT][NEUTRAL] OK. And actually for this policy, I need to get you over to a different department so they can further explain to you um how this claim paid out.
[AGENT][POSITIVE] And um if you don't mind holding, I'll get you transferred.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK. One moment, [PII]. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Oh, OK, no problem. I'll get you transferred. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the Meli claims department. Um, I have a provider's office on the line who's calling to check on the status of a hospital indemnity claim. Will you be able to further assist him?
[CUSTOMER][NEUTRAL] Uh, sure, do you have their callback number?
[AGENT][NEUTRAL] Um, yeah, the callback number is [PII] and actually, he just hung up. Um, the callback number is [PII] and his name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what was the policy number and I'll call him back.
[AGENT][NEUTRAL] Um, the policy number is 254-577-4 and I have the claim number also.
[CUSTOMER][NEUTRAL] OK, what's the claim number?
[AGENT][NEUTRAL] 3,561,300.
[CUSTOMER][NEUTRAL] 356-1300
[AGENT][NEUTRAL] Right, for [PII].
[CUSTOMER][NEUTRAL] And he verified everything?
[AGENT][NEUTRAL] Yeah, he verified the name and date of birth. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I will pull up the policy and I'll give him a call back. Thank you so much.
[AGENT][POSITIVE] OK. OK. Thank you. Mm bye.
[CUSTOMER][POSITIVE] You're welcome.