AccountId: 011433970860
ContactId: c6def227-9bbe-499f-974a-dbf64595c8f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208210 ms
Total Talk Time (AGENT): 61889 ms
Total Talk Time (CUSTOMER): 77618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c6def227-9bbe-499f-974a-dbf64595c8f6_20250619T16:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Um, I was calling to get claim status. I'm calling from Methodist Hospital for Surgery.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number is 02402340.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what was the uh date of service and bill charges?
[CUSTOMER][NEUTRAL] Data service is [PII], and the bill amount is $81,592.29.
[AGENT][NEUTRAL] Uh, looks like we received the claim 55-2025, process 59-2025.
[AGENT][NEUTRAL] Uh, to provide further consideration, we will need dates and times of admission to and discharge from the hospital.
[CUSTOMER][NEUTRAL] OK. So we need to send medical records? Is that what they're requesting?
[AGENT][NEUTRAL] Uh, yeah, it looks like discharge and admission times, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just the admit and discharge record, or should I just send the complete medical records?
[AGENT][NEUTRAL] Uh, no, it specifies that, so it should be fine, the admin and discharge records, um, and then let me give you the claim number so you can reference that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][POSITIVE] Yes. Thank you.
[AGENT][NEUTRAL] Um, claim number is 359-955-3.
[CUSTOMER][POSITIVE] OK, perfect. And um
[CUSTOMER][NEUTRAL] Can that information be faxed over? OK.
[AGENT][NEUTRAL] Yes, um, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK. And should that be attention to anyone specifically?
[AGENT][NEUTRAL] No, that'll go directly to our claims department.
[CUSTOMER][POSITIVE] OK, perfect. That's all I needed then. Do you um get call reference number?
[AGENT][NEUTRAL] A reference would be my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, I appreciate your help, [PII], and I hope you enjoy the rest of your day.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you do too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.