AccountId: 011433970860
ContactId: 86dc067b-7f10-4acd-8903-356c80e25c18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234839 ms
Total Talk Time (AGENT): 97378 ms
Total Talk Time (CUSTOMER): 80446 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/86dc067b-7f10-4acd-8903-356c80e25c18_20250625T20:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thank you so much. My name is [PII]. I need to check claim status.
[AGENT][NEUTRAL] 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] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line number.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, facility name that is Saint Francis Hospital.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh yes, that is uh.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] 58.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] That is uh.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] D to service that is uh from [PII].
[AGENT][NEUTRAL] How much is the total charge?
[CUSTOMER][NEUTRAL] And the total charge
[CUSTOMER][NEUTRAL] Uh yes, that is $1510 even.
[CUSTOMER][NEUTRAL] Like 1510 only.
[AGENT][NEUTRAL] OK. And you said the date of service was [PII], correct?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. For the future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And um is this one single claim with all of that and with all the days of service?
[CUSTOMER][NEUTRAL] Yes. OK.
[AGENT][NEUTRAL] I'm asking, is this a single claim?
[CUSTOMER][NEUTRAL] Yes, yes, yes, ma'am. I have a single p only.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have any claims for [PII] as of today for this number.
[CUSTOMER][NEUTRAL] OK. Thank you so much. So can you please confirm your policy effective date and term date?
[AGENT][NEUTRAL] Mm, sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Policy effective date is [PII], terminated [PII].
[CUSTOMER][NEUTRAL] OK. Can you please confirm your mailing address?
[AGENT][NEUTRAL] The address is in the claim is [PII].
[AGENT][NEUTRAL] [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you so much. So we need to submit one second, uh, I answer one more. I want to one thing, one, can you please confirm the time you're filing limit for submit claim.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] OK, no problem. Thank you. Please confirm your call reference number.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Mister [PII].
[CUSTOMER][NEUTRAL] Yeah. Uh, can you please spell your name if you don't mind?
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Bye for now. Have a great day. Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Uh