AccountId: 011433970860
ContactId: bd1b50c5-fc67-42db-a142-2cbd5150f129
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263510 ms
Total Talk Time (AGENT): 83431 ms
Total Talk Time (CUSTOMER): 59405 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/bd1b50c5-fc67-42db-a142-2cbd5150f129_20250418T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] calling from the billing department of Dairy Medical Center. Can you assist me with claim status, please?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the claim status and [PII], may I have a good contact number and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, [PII]. Patient ID number is 02515721 M as in Mike, L as in Larry and the number 8.
[AGENT][NEUTRAL] Thank you for that, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you You're welcome. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] We have [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing, well, actually, may I have the date of service for the claim and the total bills?
[CUSTOMER][NEUTRAL] Um, yes, this is gonna date service [PII] through [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Total amount is 350.
[CUSTOMER][NEUTRAL] 212 to 213 2025.
[CUSTOMER][NEUTRAL] And total charge 358,031295.
[AGENT][NEUTRAL] OK, the phone's breaking up. That's why I'm repeating, I'm sorry. I heard 358 and then 31295, so I'm not sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so $358,312.95. Um, do you mind if I place you on just a brief hold while I locate the claim for you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, no, no, I don't mind, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I'm showing we received the claim on [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 8722.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim, a total of $200.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[AGENT][NEUTRAL] Uh hello, Mr. [PII].
[AGENT][NEUTRAL] Are you on mute?
[AGENT][NEUTRAL] If you can hear me, I can't hear you. Please give us a call back at [PII]. Hello?
[AGENT][NEGATIVE] Disconnecting call due to no response.