AccountId: 011433970860
ContactId: 8949a2ae-5a2f-467c-80bd-f8af8062e5d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179130 ms
Total Talk Time (AGENT): 61022 ms
Total Talk Time (CUSTOMER): 69374 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/8949a2ae-5a2f-467c-80bd-f8af8062e5d2_20250421T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from University of Alabama Hospital to check on a claim status.
[AGENT][POSITIVE] All right. I'm happy to check on a claim. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It's 02297085 M as in Mike, L as in Lima 7.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], and date of birth is on [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] It's [PII] for the billed amount of $2,027 even.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] All right, not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, just a moment. Um,
[CUSTOMER][NEUTRAL] Yeah, can you please provide the patient's policy effective and term date?
[AGENT][NEUTRAL] No termination date. Effective date is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Can I get the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Can I get uh a payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. Can I get the timely filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information. OK, can I get the call reference number?
[AGENT][NEUTRAL] Mhm. Call references my name with my last initials in today's date. My name again is [PII], that's [PII] Last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for your consideration and time. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.