AccountId: 011433970860
ContactId: 8dac0a1d-9f8d-4a54-a97a-89ad639d4a89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210820 ms
Total Talk Time (AGENT): 68964 ms
Total Talk Time (CUSTOMER): 55051 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/8dac0a1d-9f8d-4a54-a97a-89ad639d4a89_20250110T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling to check status on the client.
[AGENT][NEUTRAL] OK, I can help you with claim status and can you spell your first name for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK is [PII] what is your um callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][POSITIVE] Thank you. I appreciate that. And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient name that I have is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number please?
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] 02496781
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[AGENT][NEUTRAL] OK, and then what is the data service?
[CUSTOMER][NEUTRAL] The data service I have is 10-824 for 2000.
[CUSTOMER][NEUTRAL] Let me make sure, $22,422.90.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] $2,838.
[AGENT][NEUTRAL] OK, and then what's the name of the facility? Yes, OK.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Yeah, uh-huh. Holy Cross Hospital.
[AGENT][NEUTRAL] Holy Cross, OK, alright, Miss [PII], I'm gonna put you on a brief hold while I pull in this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking on data service of [PII], I do not see a claim on file for the amount that you have given.
[AGENT][NEUTRAL] Are you there [PII]?
[CUSTOMER][NEUTRAL] I'm sorry I had you on mute. I'm sorry. I'm just talking. Um, I'm gonna, uh, OK, I'm gonna resubmit, I'm gonna resubmit the claim. Um, give me a reference for the call.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, uh, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] What's your last initial story?
[AGENT][NEUTRAL] Is [PII]
[CUSTOMER][POSITIVE] Alright you have a good weekend.
[AGENT][POSITIVE] You too, Ms. [PII] have a blessed one. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.