AccountId: 011433970860
ContactId: b19463a8-cef3-409e-b258-eb4bd35243f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272170 ms
Total Talk Time (AGENT): 96316 ms
Total Talk Time (CUSTOMER): 75873 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b19463a8-cef3-409e-b258-eb4bd35243f0_20250218T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Like I can't stand it.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling on behalf of Shiner's Hospital for Children. I am just calling in regards to a claim that I'm working on that I'm wondering if you guys have received yet.
[AGENT][NEUTRAL] I'll be happy to verify claim status. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] It is 01661549.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], I'm gonna spell the last name for you. It's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] 1 I'm sorry [PII] and your billed amount is for $446.13.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This processed under claim number 3556277. It looks like a benefit amount of $37.36 applied to the provider and $116.76 applied towards the deductible.
[CUSTOMER][NEUTRAL] You said 176 and what was the change?
[AGENT][NEUTRAL] Um, 116.76 was applied to the deductible.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, does there happen to be a check number at all by chance?
[AGENT][NEUTRAL] Yes, let me get that pulled up.
[AGENT][NEUTRAL] This processed on [PII] under check number 2024654.
[CUSTOMER][NEUTRAL] OK, and what was the date of that check, was it the save the 127?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like a copy of this faxed over to you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I would greatly appreciate it.
[AGENT][NEUTRAL] May I have your fax number?
[CUSTOMER][NEUTRAL] Give me 1 2nd and let me get that pulled up for you.
[CUSTOMER][NEUTRAL] Do do do do.
[CUSTOMER][NEUTRAL] I apologize we just recently changed our fax number, so I have to find it.
[AGENT][POSITIVE] No worries, no worries.
[CUSTOMER][POSITIVE] Goodness gracious.
[CUSTOMER][NEUTRAL] OK, it is 469.
[CUSTOMER][NEUTRAL] 803
[CUSTOMER][NEUTRAL] 474 8.
[AGENT][NEUTRAL] I have [PII]. I'll fax this right over.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, just the reference number for the call.
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I appreciate all your help this morning.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye.