AccountId: 011433970860
ContactId: aea50680-7a5c-44c2-b9d8-286e85786551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191559 ms
Total Talk Time (AGENT): 79196 ms
Total Talk Time (CUSTOMER): 55329 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/aea50680-7a5c-44c2-b9d8-286e85786551_20241231T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from University of Alabama Hospital uh to check on a claim status.
[AGENT][NEUTRAL] OK, yeah, I can help you with claim status in case this call is disconnected. May I have your callback number?
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. It's 1363531.
[AGENT][NEUTRAL] Thank you. And that was 1363531?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII] and date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the date of service and the bill amount of the claim?
[CUSTOMER][NEUTRAL] Uh, [PII] and the bill amount $354 even.
[AGENT][NEUTRAL] Thank you. So that's for a data service of [PII] for $354?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do not show a claim on file for that data service.
[CUSTOMER][NEUTRAL] Uh, OK. So, can I get the, um,
[CUSTOMER][NEUTRAL] Billing address to submit the claim.
[AGENT][NEUTRAL] Sure, I can give that to you. I, I also do show this plan term [PII].
[AGENT][NEUTRAL] So the coverage is no longer active. I don't show any other active coverages with us, but our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. So, can I get the eligibility date?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The effective date was [PII] in the policy term, [PII].
[CUSTOMER][NEUTRAL] OK. So, anyway, thank you for information. And can I get the
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah. Uh, can I get the call reference number?
[AGENT][NEUTRAL] It'll be just my name and that's [PII] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Nothing else. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye.