AccountId: 011433970860
ContactId: f9f7c909-6576-4204-8148-8ffa76167ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126190 ms
Total Talk Time (AGENT): 51711 ms
Total Talk Time (CUSTOMER): 32179 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f9f7c909-6576-4204-8148-8ffa76167ef5_20250410T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from University Hospitals Medical Group in regards to a claim.
[AGENT][NEUTRAL] Hi, [PII]. I'm happy to check on a claim. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] 02566961.
[AGENT][NEUTRAL] All right, thank you. Let me pull this up. And do you have a good callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what are we looking for in data service?
[CUSTOMER][NEUTRAL] [PII], the total charge was $156.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, thank you for your patience on that, [PII]. So it looks like we did get a claim for that date of service. Claim was denied, it looks like the member was not active at the time of service.
[CUSTOMER][NEUTRAL] OK, can you tell me when they turned?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Term date is [PII].
[CUSTOMER][NEUTRAL] All right perfect and is there a call reference number?
[AGENT][NEUTRAL] Absolutely call references my name with my last initial than today's date. My name again is [PII], that's [PII] and my last initial is gonna be [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh bye bye.