AccountId: 011433970860
ContactId: a6a46973-85c8-4e2b-be00-f49e911de3ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364510 ms
Total Talk Time (AGENT): 46439 ms
Total Talk Time (CUSTOMER): 55386 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/a6a46973-85c8-4e2b-be00-f49e911de3ef_20250515T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII], and I am calling for Prisma Health checking on claim status. Please be informed that this call is recorded for quality and training purposes.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um claims. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] And then the policy number, please?
[CUSTOMER][NEUTRAL] 01973300.
[AGENT][NEUTRAL] OK, let me look at that real quick.
[AGENT][NEUTRAL] OK, and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service is [PII]. Total charge amount on the claim is $5300 even.
[AGENT][NEUTRAL] OK and then what were the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] I'm sorry, you said the line was cutting in and out.
[AGENT][NEUTRAL] What were the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let me double check, hold on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. So on our system, it just shows $1010.94.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] Thank
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.