AccountId: 011433970860
ContactId: ce7d5051-153a-4052-b4d6-d67ca5efa550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142380 ms
Total Talk Time (AGENT): 76729 ms
Total Talk Time (CUSTOMER): 62727 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ce7d5051-153a-4052-b4d6-d67ca5efa550_20250320T19:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII] from Doctors Hospital to see if you have a claim on file for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with claims. And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] direct.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 2,552,670.
[AGENT][NEUTRAL] Thank you. One moment, let me pull all this information.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 1113 11 2 2024 and the charges are 14,856.
[AGENT][NEUTRAL] OK, let me see if I can find this claim. Um, yeah, you're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and I just need to let you know that for future you can check claim status online through our website at secure. Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I'm sorry to interrupt you, but I, I know, but the thing is they ask you for a claim number and I don't have a claim number.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, yeah, I got you. It's OK. I, I just need to let you know.
[CUSTOMER][NEUTRAL] All right, I wish I could check the, I wish I could do so because it's easy, you know, but the thing is, no.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I understand. It's OK. All right, so I guess um you're calling for the facility charges and we have not received the facility charges for that date of service.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, OK, perfect. I'll do it on the through the portal, um, and he is, um, active, right?
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it looks like it was terminated, but it was recently terminated. Um, let me go back to it. OK, yes, it was terminated on [PII], so he was active during the time of service.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, perfect. OK, so I'll just, um, if I do the portal and uh can I get a call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you would like.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much and you have a great afternoon.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.