AccountId: 011433970860
ContactId: bf2a47cc-214b-467f-a41b-1e773955faef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160350 ms
Total Talk Time (AGENT): 66610 ms
Total Talk Time (CUSTOMER): 77612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/bf2a47cc-214b-467f-a41b-1e773955faef_20250224T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] report.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from the business office of Saint Joseph's Medical Center to follow up on a claim status.
[AGENT][POSITIVE] Sure, I can check on a time for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02463195.
[AGENT][NEUTRAL] I'm so sorry, I, I kind of cut out there at the beginning. Could you repeat that?
[CUSTOMER][NEUTRAL] 02463195.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the bill amount?
[CUSTOMER][NEUTRAL] It's $5,982 even.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, and you did say that was for [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Can you confirm if this is your mailing address? It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's correct. I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] May I have the payer ID?
[AGENT][NEUTRAL] Yeah, payer ID is 60801.
[CUSTOMER][NEUTRAL] All right. Thank you. And can you also confirm if the patient's policy is active on the date of birth, uh, I'm sorry, on the date of service?
[AGENT][NEUTRAL] Yes, uh, so this policy's effective date was [PII] and the term date was [PII].
[CUSTOMER][NEUTRAL] Mhm. Got it. Thank you, [PII]. Will there be a reference number for your call today?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, my name is spelled [PII] Um was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That's all for now. Thanks again for your help. Have a great day and goodbye and stay well.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, thanks for calling IPL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.