AccountId: 011433970860
ContactId: f2684869-ffe7-4583-8b93-2b46505dd50b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212529 ms
Total Talk Time (AGENT): 92716 ms
Total Talk Time (CUSTOMER): 57055 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/f2684869-ffe7-4583-8b93-2b46505dd50b_20250411T16:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Atrium Health, and I'm calling to check claim status for a patient.
[AGENT][NEUTRAL] Oh sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And then you're calling from which facility from my location?
[CUSTOMER][NEUTRAL] Calling from Atrium Health Levine Cancer Institute.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01659935
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] 325 2024 $317.
[AGENT][NEUTRAL] OK, can you repeat the date of service one more time please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Alright, let me see if I can find this claim for you and for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Yeah, let's see. Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] I don't have a claim on file for [PII]. Um, now, this policy has been terminated. I'm not sure if that's the reason that we did not get it, but, um, the claim is not on file.
[CUSTOMER][NEUTRAL] OK, um, may I have the effective and term date?
[AGENT][NEUTRAL] Yes, the effective date is [PII] and it terminated on [PII].
[CUSTOMER][NEUTRAL] And that was [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and you're not showing any other insurance for the patient?
[AGENT][NEUTRAL] No, there's no other insurance listed for this patient.
[CUSTOMER][NEUTRAL] OK, and may I have the spelling of your first name and the initial to your last name?
[AGENT][NEUTRAL] Sure. That's [PII]. Last [PII] is [PII].
[CUSTOMER][NEUTRAL] And is there a reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] All right thank you have a good day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APR. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.