AccountId: 011433970860
ContactId: dadafcd9-a7d3-4467-ad9b-4dc74d9fbfb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285790 ms
Total Talk Time (AGENT): 104668 ms
Total Talk Time (CUSTOMER): 79841 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/dadafcd9-a7d3-4467-ad9b-4dc74d9fbfb0_20250605T15:54_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting UTR. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm calling from Nicla Children's Hospital provider office. I'm looking for clinic status.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, let me get to have the claim status. What's the policy number, please?
[CUSTOMER][NEUTRAL] First of all, give me your name, please.
[AGENT][NEUTRAL] Uh, my name is [PII], and, um, I can help with a claim, uh, status. What is the policy number that we're looking at today, please?
[CUSTOMER][NEUTRAL] Sorry, I missed your name. Please spell out.
[AGENT][NEUTRAL] Uh, it's it's [PII]. I'm sorry, I can barely hear you. Um.
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEGATIVE] Your, your voice is very loud and broken.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Your mic is, uh, can you hear me?
[AGENT][NEUTRAL] Uh, no, I'm sorry, I can't. I'm having a
[AGENT][NEUTRAL] It's because it's there's, I'm hearing an echo. Are you able to get
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Uh, just barely. Um, what is the policy number that we need to look at, please?
[CUSTOMER][NEUTRAL] First of all, give me your name, please, once again.
[AGENT][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And the first letter of my last name is [PII].
[CUSTOMER][NEUTRAL] Please spell out your name, first name.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, [PII], and last initial last, [PII]?
[AGENT][NEUTRAL] It is, yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, thank you. And policy number is uh
[CUSTOMER][NEUTRAL] OSC
[CUSTOMER][NEUTRAL] And just a moment.
[CUSTOMER][NEUTRAL] 02451617.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Just a moment. No.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient name is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is that um data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a bill amount?
[CUSTOMER][NEUTRAL] The amount is $389.69.
[AGENT][NEUTRAL] Thank you. Your claim was, um, let's see if I can find it here.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Your claim was received on [PII], and it was processed on [PII], excuse me, on on [PII]. Now, we are the secondary insurance for this individual.
[AGENT][NEUTRAL] And so we will need a uh.
[AGENT][NEUTRAL] An explanation of benefits.
[AGENT][NEUTRAL] From the major medical.
[CUSTOMER][NEUTRAL] Give me clear number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So what we will need is an explanation of benefits from the major medical in order to finish processing this claim.
[CUSTOMER][NEUTRAL] OK. Give me claim number.
[AGENT][NEUTRAL] The claim number is 350.
[AGENT][NEUTRAL] 1716.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Needed primary you'll be, right?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Give you all the number.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] The first letter of my last name is [PII]. We'll use that as today's date as our reference.
[CUSTOMER][POSITIVE] OK, thank you.