AccountId: 011433970860
ContactId: c75ed0be-b31e-494b-9b6a-5704988bebfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253940 ms
Total Talk Time (AGENT): 96710 ms
Total Talk Time (CUSTOMER): 80344 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c75ed0be-b31e-494b-9b6a-5704988bebfb_20250423T20:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes. Hi. My name is [PII]. I'm calling from Barnes Jewish Hospital, and I was trying to check the status of a medical plan we submitted for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is 02006179.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim, Miss [PII]?
[CUSTOMER][NEUTRAL] Data service is [PII].
[CUSTOMER][NEUTRAL] And we bill $568 even.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. And for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um let's see.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And again, this was for [PII], correct?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Can't see that claim. Let me just double check one moment.
[AGENT][NEUTRAL] pending.
[AGENT][NEUTRAL] Yeah it should be here. OK um the claim is not on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it should claim the.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, should claims be mailed to [PII]?
[AGENT][NEUTRAL] Um, no, that is an old address. Um, we have an address in [PII] for claims.
[CUSTOMER][NEUTRAL] OK, what's the correct one?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. I will go ahead and update this and resubmit the claim today.
[AGENT][NEUTRAL] All right. Is there anything else, mhm, go ahead.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, and um I missed your name at the beginning of the call.
[AGENT][NEUTRAL] Oh, sure. My name is [PII]. That's [PII] [PII].
[CUSTOMER][POSITIVE] Awesome, got it. So thank you so much for looking into this with me and providing that information.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that was all for now. Thank you.
[AGENT][POSITIVE] Mhm. You have a good afternoon. You're welcome. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.