AccountId: 011433970860
ContactId: 91a016a3-a577-4f0d-ae52-1548dc27b176
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219169 ms
Total Talk Time (AGENT): 76994 ms
Total Talk Time (CUSTOMER): 66204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/91a016a3-a577-4f0d-ae52-1548dc27b176_20250521T15:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name [PII] [PII]. I'm calling from.
[CUSTOMER][NEUTRAL] Uh, Saint Joseph's Hospital needing status on two claims please for a member.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02495934.
[AGENT][NEUTRAL] Thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the dates of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, the first one is for [PII] $1,481 even.
[AGENT][NEUTRAL] Thank you. And the other one, the other claim, was it for her as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was that data service and amount of that charge?
[CUSTOMER][NEUTRAL] Same data service $54.
[AGENT][NEUTRAL] OK, same day, 54. OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said data service [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't show we received either claim.
[AGENT][NEUTRAL] Uh, can you verify the mailing address it was submitted to or they were submitted to?
[CUSTOMER][NEUTRAL] Um, it was [PII]. Let me see if there's a payer ID in here.
[CUSTOMER][NEUTRAL] No, no payer ID.
[AGENT][NEUTRAL] OK, uh, if you like I can give you that payer ID and the fax number if you'd like to submit it those way, uh, either one of those ways.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And is this is this policy a primary policy?
[AGENT][NEUTRAL] Uh, it can be. The type of plan they have with us is a limited indemnity plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what was that payer ID also?
[AGENT][NEUTRAL] Uh, pay ID 64556.
[CUSTOMER][NEUTRAL] OK, and you have a reference number, [PII]?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome and thanks for calling APL. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bye.