AccountId: 011433970860
ContactId: a03f794e-16bf-41e4-bdd4-3940f84d25c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275700 ms
Total Talk Time (AGENT): 75589 ms
Total Talk Time (CUSTOMER): 94484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/a03f794e-16bf-41e4-bdd4-3940f84d25c0_20250521T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with Community Hospital, and I'm just calling to check on the status of a claim, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status, ma'am. Um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, um, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is actually clicked on my claim that.
[CUSTOMER][NEUTRAL] Sorry, let me get there. It's [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Policy number pulled up here. And I have a policy number of 02563139.
[AGENT][NEUTRAL] OK, let me pull up Destiny's policy real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Data service is going to be [PII], and I have two claims for this day. The first one is for $553.
[AGENT][NEUTRAL] OK, and then what is the amount for the 2nd claim for that data service?
[CUSTOMER][NEUTRAL] Um, 268.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold, Ms. [PII] while I look up these claims for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you so much, Ms. [PII], for holding for me. So looking on the data service for Destiny of [PII], I do not find a claim on file for that date of service for either amount.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right. So no claims on file. OK, and then, um, let me just verify the mailing address. Is it [PII] in [PII]?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK. And then, um, is there an electronic payer ID by chance?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] OK. All right. Well, that answers all the questions that I had. I just need a reference number and that will be all for today.
[AGENT][NEUTRAL] Yes ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with today?
[CUSTOMER][NEUTRAL] Yep, it sure is.
[AGENT][POSITIVE] OK, well, you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mm