AccountId: 011433970860
ContactId: d3563cad-a5c6-4d44-ba64-386aa54da669
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218630 ms
Total Talk Time (AGENT): 56645 ms
Total Talk Time (CUSTOMER): 56350 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d3563cad-a5c6-4d44-ba64-386aa54da669_20250522T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Anesthesia Partners of Arizona. I was calling to check the status of a claim.
[AGENT][NEUTRAL] Hi, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] D as in Delta, 46801043.
[AGENT][NEUTRAL] OK. Um, that policy number is through 90 degree benefits, um, but we do administer the hospital indemnity policy. Um, I can check and see if we have it on file. What's the last name of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was that first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, let me pull up the policy we have for him.
[AGENT][NEUTRAL] OK. And do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what were the uh date of service and bill charges?
[CUSTOMER][NEUTRAL] Data service was [PII], and the total charge is $1680 even.
[AGENT][NEUTRAL] Uh, let's see, so it looks like we received it [PII], processed on the same day.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, it looks like they weren't eligible for benefits on that date.
[CUSTOMER][NEUTRAL] So, um, policy was termed.
[AGENT][NEUTRAL] Yes, we never received updated eligibility from the employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, not a problem. And um what's the claim number?
[AGENT][NEUTRAL] Claim number is 3285603.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Um, I believe that is it. If I can just get the initial to your last name and a call reference.
[AGENT][NEUTRAL] That's [PII], and then it's today's my name with today's date.
[CUSTOMER][POSITIVE] All right thank you you have a good day.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.