AccountId: 011433970860
ContactId: 9948fdfa-f37f-4109-85ed-2e75a7e2bbf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197050 ms
Total Talk Time (AGENT): 72341 ms
Total Talk Time (CUSTOMER): 59833 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/9948fdfa-f37f-4109-85ed-2e75a7e2bbf0_20250306T20:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII] Last name initial [PII]. I'm calling from Memorial Hospital, Mirmar, uh, to check on status on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02458480.
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] and it's direct.
[AGENT][NEUTRAL] OK. Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, and, but I was calling to check the status.
[AGENT][NEUTRAL] Oh, you find status of a claim or status of eligibility, you said checking on status when it's really specific.
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK, what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII] for $3,415.
[AGENT][NEUTRAL] OK, and do you have the balance after primary is processed the claim?
[CUSTOMER][NEUTRAL] Uh, it is $1,205.09.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] Um, I don't show we received that claim. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Uh, is [PII].
[AGENT][NEUTRAL] Uh, that is correct. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like a, well, let me look at this. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like we just received that claim on the [PII] and it is in line for processing.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, so but there's no claim number yet, right?
[AGENT][NEUTRAL] No, sir, not until after it's been processed.
[CUSTOMER][NEUTRAL] OK, great, and can I get a reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK thank you have a great day appreciate it take care.
[AGENT][POSITIVE] Oh, you too. Thanks for calling APO Jose. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.