AccountId: 011433970860
ContactId: 9b52707b-dbbc-4067-aa96-57935d6d2f3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373459 ms
Total Talk Time (AGENT): 93761 ms
Total Talk Time (CUSTOMER): 58411 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/9b52707b-dbbc-4067-aa96-57935d6d2f3e_20250609T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Piedmont Hospital to check on the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Just one.
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] That's right it's [PII].
[CUSTOMER][NEUTRAL] Hello, it's [PII] and that is like the extension it is [PII].
[AGENT][NEUTRAL] OK, can you repeat that slowly, please? [PII]. What was the extension?
[CUSTOMER][NEUTRAL] That's right. [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure thing. It is
[CUSTOMER][NEUTRAL] 02315586
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Mhm. There are service [PII] and the bill amount $6,0004.25.
[AGENT][NEUTRAL] $6,0004.25.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And you said this is for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the reason I'm asking is because there's no claim on file. I just want to make sure I have the correct date. Um, but there's no claim on file for [PII] for for [PII].
[CUSTOMER][NEUTRAL] Yeah, and they change it is [PII].
[AGENT][NEUTRAL] Let me try for the second. Hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's no claim for either date?
[CUSTOMER][NEUTRAL] That's so many the patient effect on termination date.
[AGENT][NEUTRAL] This policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] may have the payer ID?
[AGENT][NEUTRAL] I pay ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] I right.
[CUSTOMER][NEUTRAL] And could you please repeat your name for me please and I call the first number.
[AGENT][NEUTRAL] My name is [PII] The first initial to my last name is [PII], and there's no call reference number, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right then, thanks for asking, [PII]. Have a day. bye-bye.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, I got the information that thanks to.
[AGENT][POSITIVE] All right, thanks for calling APR. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] What is she doing just busy work.
[AGENT][NEGATIVE] What is the point of this?
[AGENT][NEUTRAL] Because you said I should have something for some food and dinner which she said when I come back from camp it's basically.
[AGENT][NEUTRAL] Chick fil A, so can I just tell her.
[AGENT][NEUTRAL] Yeah, please.