AccountId: 011433970860
ContactId: f68204ba-2c4d-4c29-892b-39e06f777bed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268679 ms
Total Talk Time (AGENT): 68967 ms
Total Talk Time (CUSTOMER): 61162 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f68204ba-2c4d-4c29-892b-39e06f777bed_20250130T20:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of Nicholas Children's Hospital, and I'm trying to check the claim status, please.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim status.
[AGENT][NEUTRAL] And can I please get your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Yes, it's [PII] and that's correct.
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] 1,539,960 M as in Mike L for Lima 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] $4,222.49.
[AGENT][NEUTRAL] Thank you. And then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] That would be um $1,473.
[AGENT][POSITIVE] Thank you so much [PII]. I'm gonna put you on a brief hold while I pull up that claim for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again, so I have the claim.
[AGENT][NEUTRAL] The claim number is 3485877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That claim was denied because we needed the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK, uh, let's see.
[CUSTOMER][NEUTRAL] Uh, and your fax number is [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, I will get that sent over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you for your help today.
[AGENT][POSITIVE] Thank you. You have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye