AccountId: 011433970860
ContactId: b157b433-298c-4cef-ab9d-37bd2e65e6f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177699 ms
Total Talk Time (AGENT): 57251 ms
Total Talk Time (CUSTOMER): 75838 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b157b433-298c-4cef-ab9d-37bd2e65e6f4_20250408T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII] and I'm calling from the facility of Harlingha Hospital. Wanting to check claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, direct line it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, so the patient ID what I have is 02212589.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, did you say claim status is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] It's [PII] or [PII]. Amount charge is $29,079 even.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK, it looks like we have received that.
[AGENT][NEUTRAL] Received on [PII].
[AGENT][NEUTRAL] And paid on the same day.
[AGENT][NEUTRAL] We made a payment of 1,53731.
[CUSTOMER][NEUTRAL] OK, and is it paid through our EFT payment?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is the claim paid through check or EFT?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh, it's pay through check, single check.
[CUSTOMER][NEUTRAL] Single check.
[AGENT][NEUTRAL] Check number is [PII].
[CUSTOMER][NEUTRAL] 672 4. And you said that it, it was just processed today, right?
[AGENT][NEUTRAL] Um, [PII], yes.
[CUSTOMER][NEUTRAL] [PII]. OK, may I have the claim number as well?
[AGENT][NEUTRAL] The claim number is 3584195.
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] 95 alright we're just gonna go ahead and allow some time for that to receive. I think that's all that I need please made a reference for the call.
[AGENT][NEUTRAL] Uh, reference for the call is my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII] have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day too.
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Bye