AccountId: 011433970860
ContactId: c0c888fa-0da7-4737-b0c7-7d2792dfef4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157580 ms
Total Talk Time (AGENT): 69854 ms
Total Talk Time (CUSTOMER): 61511 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/c0c888fa-0da7-4737-b0c7-7d2792dfef4d_20250314T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Trinity Health. I'm calling to status a claim on a patient seen at one of our facilities.
[AGENT][NEUTRAL] I can verify claim status. I'm sorry, can you repeat your first name and the policy number?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. My name is [PII] and the policy number is 02549460.
[AGENT][POSITIVE] Thank you. And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] D of service is [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] One total charge is $1260.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll pull this up.
[AGENT][NEUTRAL] This process under claim number 3560113 looks like a benefit amount of $1,026.90 processed to the provider.
[AGENT][NEUTRAL] This claim processed on [PII].
[CUSTOMER][NEUTRAL] OK. And then is there a check number associated with it yet?
[AGENT][NEUTRAL] Yes, the check number is 2,029,600.
[CUSTOMER][NEUTRAL] OK, and is that a single payment or is it a bulk check?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][POSITIVE] OK. Perfect.
[CUSTOMER][POSITIVE] With that, that is all I needed on this account. If I can have the initials to your last name and a reference for the call, I'll be all set.
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Wonderful. Thank you so much. I really appreciate your time and your help this morning.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.