AccountId: 011433970860
ContactId: a68e04ee-3b16-4ba5-b095-1cdad8c6fad4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136720 ms
Total Talk Time (AGENT): 57756 ms
Total Talk Time (CUSTOMER): 40835 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a68e04ee-3b16-4ba5-b095-1cdad8c6fad4_20250114T14:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII]. I'm calling from Nicholas Children's Hospital following up on a claim.
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] 2543961
[AGENT][NEUTRAL] OK, thank you [PII] can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, and you said you're calling to check on a claim?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build out?
[CUSTOMER][NEUTRAL] Uh, this was for [PII] for $9,168.54.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see now I do have a claim number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 353-034-7.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was received on [PII], processed [PII], and it did deny missing the primary insurance EOB.
[CUSTOMER][NEUTRAL] OK, where can we mail this EOB to?
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] 2,489,500.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect and can I get a reference number for this call?
[AGENT][NEUTRAL] It's gonna be my name [PII] with the first initial to my last name [PII] and today's date. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, you've been awesome. Thank you very much and have a wonderful rest of your day.
[AGENT][POSITIVE] OK, well thank you for calling [PII]. I hope you have a great day as well bye bye.
[CUSTOMER][NEUTRAL] Bye bye.