AccountId: 011433970860
ContactId: db3fefde-1829-4eed-8733-8d87220c0438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235669 ms
Total Talk Time (AGENT): 88854 ms
Total Talk Time (CUSTOMER): 54833 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/db3fefde-1829-4eed-8733-8d87220c0438_20250115T18:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Can you please help me with that?
[AGENT][POSITIVE] Yeah, I'd love to help you out today, [PII], and what were you calling for?
[CUSTOMER][NEUTRAL] Nicholas Children's Hospital.
[AGENT][NEUTRAL] OK, perfect. And were you looking, I'm so sorry, was it eligibility or claim status?
[CUSTOMER][NEUTRAL] For claim status.
[AGENT][NEUTRAL] For claim status, OK, got you. And what is a good call back number for you today, my friend?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 41 and
[AGENT][NEUTRAL] What is the policy number we want to look at today?
[CUSTOMER][NEUTRAL] Policy ID which I have, it is 01719341 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, give me just a second on that one for you.
[AGENT][NEUTRAL] And could you verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] All right, and I do see [PII] right here.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] And what is the date of service on the claim you want to look at today?
[CUSTOMER][NEUTRAL] Date of service, it is for just it is for the [PII].
[CUSTOMER][NEUTRAL] And the total amount was billed, it is for $2,117.16.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] All right, I have your claim, I believe.
[AGENT][NEUTRAL] Just gonna pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, [PII]. And I show that we've received this claim on
[AGENT][NEUTRAL] 6-17-2024 we process the claim on [PII].
[AGENT][NEUTRAL] I have your claim number is 3470607.
[AGENT][NEUTRAL] And I do show the claim was denied requesting a copy of the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's your mailing address or fax number to submit uh this primary uh BOB?
[AGENT][NEUTRAL] Yeah, the fax number, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today, my friend?
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] Hey, my pleasure, thanks for calling APL. I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bye-bye.