AccountId: 011433970860
ContactId: c44ac9f4-10e4-4ffd-87a7-e1f50f96cc6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268130 ms
Total Talk Time (AGENT): 110608 ms
Total Talk Time (CUSTOMER): 69843 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c44ac9f4-10e4-4ffd-87a7-e1f50f96cc6e_20250317T17:03_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm sorry I didn't catch your name.
[AGENT][NEUTRAL] Oh, it's [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Roper Saint Francis, uh, facility. I was calling to get assistance with a claim status.
[AGENT][POSITIVE] OK, I'd love to help you with claim status today, Ms. [PII], and do you have a good call back number I can get from you real quick?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. And what is the policy number we want to look at today, ma'am?
[CUSTOMER][NEUTRAL] It is for
[CUSTOMER][NEUTRAL] 023893887
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, give me one moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're having a great day so far?
[CUSTOMER][POSITIVE] Yeah, so far so good how about you?
[AGENT][POSITIVE] Oh, I'm doing wonderful thanks for asking.
[AGENT][NEUTRAL] And let's see, I just have one more screen that has to load through.
[AGENT][POSITIVE] All righty. Thank you so much. And may I ask if you could verify for me your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect. Um, and [PII], I'm sorry, do you mind if I ask how you spell your name, please?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][POSITIVE] Oh, OK, perfect. I did have that, but I was worried it was wrong, so thank you. Um.
[CUSTOMER][POSITIVE] Mhm. No problem. You're welcome.
[AGENT][POSITIVE] Perfect. And what is the date of service we wanna look at for Ms. [PII]?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][POSITIVE] [PII] alrighty.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I believe I found that claim. Let me just pull it up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What would have been the total bill amount and the name of the facility on this claim?
[CUSTOMER][NEUTRAL] Total bill amount is for $328 and I'm sorry, I didn't catch the last part.
[AGENT][NEUTRAL] Um, the name of the provider of the facility on the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm actually not showing a
[AGENT][NEUTRAL] Claim for [PII] for $300.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] What's the address it should be sent to?
[AGENT][NEUTRAL] Yes, please, um, it's going to be [PII].
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Do you want our fax number as well, Ms. [PII]?
[CUSTOMER][NEUTRAL] But this number does have active insurance?
[AGENT][POSITIVE] Yes, this coverage is active.
[CUSTOMER][NEUTRAL] OK, um, no, I have the fax number, um, let me see.
[CUSTOMER][NEUTRAL] So this
[CUSTOMER][NEUTRAL] Mm, a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you have a reference number for this call?
[AGENT][NEUTRAL] Yeah, so we don't have reference numbers, but you can use my name, [PII], first initial, last name, [PII], and today's date. Was there anything else I could do to help you, Ms. [PII]?
[CUSTOMER][POSITIVE] OK. Mm, no, I think that's everything. Thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL and I hope you have a fabulous day.
[CUSTOMER][POSITIVE] Thank you you too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.