AccountId: 011433970860
ContactId: b38afa2f-2736-4926-8a0d-3cc5ae8ea53d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204229 ms
Total Talk Time (AGENT): 42261 ms
Total Talk Time (CUSTOMER): 56612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b38afa2f-2736-4926-8a0d-3cc5ae8ea53d_20250422T12:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I'm calling from Holy Cross Hospital, and I'm just trying to obtain claim status on one claim, please.
[AGENT][NEUTRAL] Can I help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, I have that as 001708211 M as in Mary, L as in Larry 7.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you, and we're checking claim status for what date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] $30,146.90.
[AGENT][NEGATIVE] OK, I'm not showing date of service [PII] for [PII]. I don't show it's been received.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Is the correct uh claims address [PII]?
[AGENT][POSITIVE] Uh-huh [PII]. That's correct.
[CUSTOMER][NEUTRAL] OK, yeah, it looks like it was just, it was mailed on [PII], so you might not have it yet.
[AGENT][NEUTRAL] True.
[AGENT][NEUTRAL] I would allow more time.
[CUSTOMER][NEUTRAL] All right. I'll just.
[CUSTOMER][NEUTRAL] Alright, and do we have a call reference number?
[AGENT][NEUTRAL] My name in today's Day, [PII], first initial of my last name is [PII] and [PII], did you have any other questions?
[CUSTOMER][POSITIVE] Um, nope, that was it. Thank you so much.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.