AccountId: 011433970860
ContactId: 9e8db259-cf5e-4c6e-8f52-5cf3e8f21f22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214460 ms
Total Talk Time (AGENT): 82929 ms
Total Talk Time (CUSTOMER): 79748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9e8db259-cf5e-4c6e-8f52-5cf3e8f21f22_20250402T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII], my name is [PII]. I'm calling from Holy Cross Medical Group in regards to claims.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Um, can I please get your callback number just in case our call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's a direct line. It's [PII].
[AGENT][POSITIVE] Thank you, ma'am. And then what is um the uh you said Holy Cross. I got you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is 251-4338.
[AGENT][NEUTRAL] OK, let me pull up that policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] OK, it is [PII] and it's for $2,603.
[AGENT][NEUTRAL] OK, and then what's the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, the charge amount afterwards is $100.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking on the data service that you gave me of um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]. I do not find the claim on file for this insured.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Alrighty, um, let me just confirm, can, so we can send it to [PII] and that is in.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] No ma'am, that's uh not a good address anymore. Let me give you the good address. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip is [PII].
[CUSTOMER][NEUTRAL] [PII], got it.
[CUSTOMER][POSITIVE] Alrighty, I will correct that and get that sent back out. Thank you so much for all of your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Uh, you have a good one as well bye bye.
[AGENT][NEUTRAL] Bye-bye.