AccountId: 011433970860
ContactId: bb6dac03-d118-4d7e-a4a5-85be99d4d998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190220 ms
Total Talk Time (AGENT): 70579 ms
Total Talk Time (CUSTOMER): 58244 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bb6dac03-d118-4d7e-a4a5-85be99d4d998_20250402T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Health Advocate, calling to see if you received a claim for a member.
[AGENT][NEUTRAL] OK, [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 0, hold on.
[CUSTOMER][NEUTRAL] Wrong 1. 024.
[CUSTOMER][NEUTRAL] 63264
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what were the bill charges?
[CUSTOMER][NEUTRAL] $3270.51.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, let's see
[AGENT][NEUTRAL] Who is the provider on that?
[CUSTOMER][NEUTRAL] North Shore University Health Systems.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well I have a claim on file for you said 722 24, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] But I've got a much larger bill charges.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it $27,693? OK.
[AGENT][NEUTRAL] Yeah, yeah, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the claim we're talking about we want status on?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] Looks like, let's see, so we
[AGENT][NEUTRAL] Received that 319-2025, that was paid on [PII]. We made a payment of and it's a single check of 95,040, so $950.40.
[CUSTOMER][NEUTRAL] Pay that paid to the provider?
[AGENT][NEUTRAL] Yes, it did.
[CUSTOMER][POSITIVE] OK, process. Awesome. All right. Can I get your name again, please?
[AGENT][NEUTRAL] Uh, my name is [PII], and then, uh, my last initial is [PII], or first initial last name, [PII], and today's date would be a reference number. And can I help with anything else today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, ma'am, that is all. Thanks again, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][NEUTRAL] Bye.