AccountId: 011433970860
ContactId: c5d13a47-6d68-41d3-9df1-77cc43e83808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260660 ms
Total Talk Time (AGENT): 97949 ms
Total Talk Time (CUSTOMER): 68473 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c5d13a47-6d68-41d3-9df1-77cc43e83808_20250122T23:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing? This is from Saint Joseph Hospital, and I wanted to check on a claim.
[AGENT][NEGATIVE] OK, we have a really bad connection.
[CUSTOMER][POSITIVE] Oh, so sorry, I, I just said I spoke to the connection and I'm so sorry. I want to tell you.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, and what was your name, sir?
[CUSTOMER][NEUTRAL] [PII] [PII] of Hospital.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and you're looking for claim status, is that correct?
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case our phone call gets disconnected?
[CUSTOMER][NEUTRAL] It's been [PII].
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, it's really bad. I'm only getting like one syllable at a time.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I'm so sorry. I, I, I, I, I'm, I'm so sorry. That's so frustrating. I, I apo
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's OK. What is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 92,690.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try to pull in that policy. I did get that much of it and I got [PII], so we'll, we'll, we'll work with it.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying not to move in case the signal again.
[AGENT][NEUTRAL] I understand. OK, and then what is the data service?
[CUSTOMER][NEUTRAL] Data service was [PII].
[AGENT][NEUTRAL] OK, and what was that first the month?
[AGENT][NEUTRAL] I missed that part.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII]. OK, and then what is the charge amount?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Treasure amount $1480.
[AGENT][NEUTRAL] 6,498.
[CUSTOMER][NEUTRAL] Uh no, 2000.
[AGENT][NEUTRAL] Oh, you went away.
[AGENT][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] [PII], I can't hear you at all now.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Oh, I just heard there.
[CUSTOMER][NEGATIVE] I fucking damn it.
[AGENT][NEUTRAL] I only need one more piece of information. I just need to know what facility you're calling from.
[AGENT][NEGATIVE] But I can't hear you. It's just staticky.
[AGENT][NEUTRAL] I can tell you this I'm looking on the date of [PII], and I do not see a claim in the amount that you gave me $2,498.
[AGENT][NEUTRAL] Are you there, [PII]?
[AGENT][NEUTRAL] I'm gonna hang up and try to call you let's see if that works.