AccountId: 011433970860
ContactId: a8cf96b8-a6c7-4c79-b0f9-31e045349f23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443859 ms
Total Talk Time (AGENT): 163886 ms
Total Talk Time (CUSTOMER): 94118 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a8cf96b8-a6c7-4c79-b0f9-31e045349f23_20250403T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Nicholas Children's Hospital provider office. I'm looking for claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected? I can't hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello, can you hear me, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you said [PII], and what is the rest of the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you're calling from which facility was the name of the facility for my notation?
[CUSTOMER][NEUTRAL] Your, your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial.
[CUSTOMER][NEUTRAL] Nicholas Children's Hospital.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Last initial, sorry?
[AGENT][NEUTRAL] And Mr. [PII], Ms. [PII], you give me just a second because it looks like we're not like the call is not clear enough. OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding Miss [PII]. Can you hear me better?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, um, let me have the name.
[CUSTOMER][NEUTRAL] Please, could you repeat that your name?
[AGENT][NEUTRAL] Sure. My name is So. That's [PII] [PII].
[AGENT][NEGATIVE] And I need the name of the facility one more time. I didn't get that.
[CUSTOMER][NEUTRAL] I guess so.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Nicholas Children's Hospital.
[AGENT][NEUTRAL] Nicholas children, OK.
[AGENT][NEUTRAL] Alright and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient policy number is uh
[CUSTOMER][NEUTRAL] 0212
[CUSTOMER][NEUTRAL] 3355.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh name is [PII]. Date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let's see, may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service [PII] charges $1,568.28.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, and for future you can check claim status online through our website at [PII], and that's just optional.
[AGENT][NEUTRAL] In one moment, let's see. 68 286.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's been past July. Let's see.
[AGENT][NEUTRAL] 91. OK. So it looks like we're still missing the explanation of benefits from the primary insurance to continue the processing of this claim.
[CUSTOMER][NEUTRAL] OK. Give me claim number.
[AGENT][NEUTRAL] All right, um, the most recent one is going to be, let's see.
[AGENT][NEUTRAL] Claim number 3567509.
[CUSTOMER][NEUTRAL] 356-75009, right?
[AGENT][POSITIVE] Yes, mhm, yes, that's correct.
[CUSTOMER][NEUTRAL] And in our date?
[AGENT][NEUTRAL] Denial date was [PII].
[AGENT][NEUTRAL] It was received and processed the same day.
[CUSTOMER][NEUTRAL] Sorry, what is this?
[AGENT][NEUTRAL] It was received and processed the same day.
[CUSTOMER][NEUTRAL] Which date, [PII]?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Miss [PII], I said that it was received and processed the same date, [PII]. That's when it was received.
[CUSTOMER][NEUTRAL] Ma'am, I'm asking you.
[CUSTOMER][NEUTRAL] OK, I will.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, [PII], right?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. And give me address for you.
[CUSTOMER][NEUTRAL] Sending uh mailing address.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Give me the booking number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?