AccountId: 011433970860
ContactId: 8db59051-eef1-497c-8787-bd28f131698c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174240 ms
Total Talk Time (AGENT): 54251 ms
Total Talk Time (CUSTOMER): 80338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/8db59051-eef1-497c-8787-bd28f131698c_20250220T13:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from WVU medicine concerning claim status.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII], and do you have the policy number?
[CUSTOMER][NEUTRAL] 02553145
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Um, well, I, I do, yes, we'll see if it coverage still is in effect once we get started here.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's good. These are all claims in November so let's see if you have them on file.
[AGENT][NEUTRAL] OK, what's the first one?
[CUSTOMER][NEUTRAL] That would be 1113 2024 that bill amount $380.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] He actually has 2 about 5 or that.
[AGENT][NEUTRAL] Was it for, uh, no, it's 380 you said I was just gonna say the only thing I have for that data service is the facility bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have another one on that day for 7:46 so you don't have that one either. There's the the the only other one that he has is on 11-14-2024. That bill amount is $400.
[AGENT][NEUTRAL] I don't have any claims for 11/14.
[CUSTOMER][NEUTRAL] OK, and so I have a [PII].
[AGENT][NEUTRAL] Uh, no, I do not.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Do you all have a fax number or do you accept faxes?
[AGENT][NEUTRAL] We do. It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and if there's a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, I'll get this faxed over to you. I appreciate your help thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] OK.