AccountId: 011433970860
ContactId: fa1a991a-281a-4121-aae3-e256b23b9aab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323299 ms
Total Talk Time (AGENT): 138620 ms
Total Talk Time (CUSTOMER): 97928 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/fa1a991a-281a-4121-aae3-e256b23b9aab_20250523T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Nicholas Children's Hospital, and I just called to get a status on a claim, but I forgot to get the claim number, and that's all I need. Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], so all you need is the claim number to go along with the status that you've already received. Is that correct?
[CUSTOMER][POSITIVE] That, that is, that's, that's correct, ma'am.
[AGENT][POSITIVE] OK. Yes, ma'am. I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] 01480322
[AGENT][NEUTRAL] OK, thank you. One moment while I get that policy information pulled up please.
[AGENT][NEUTRAL] And your, any information, well, I'm not providing you any benefit information, but I'm gonna go ahead and tell you anyway, any benefit information that I provide for you would be a verification of benefits and not a guarantee of payment. So what is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Uh, this is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and you said that you just called and spoke to someone?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Do you know who you spoke to, by chance?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you know who you spoke to, [PII]?
[CUSTOMER][NEUTRAL] Yes, that's for to [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm sorry, I'm just having to pull up some information. One second, I'm sorry.
[CUSTOMER][NEGATIVE] No, no, no, no.
[CUSTOMER][POSITIVE] No, no problem. Take your time, please.
[AGENT][NEUTRAL] OK, so what is the data service for her and total bill amount, please?
[CUSTOMER][NEUTRAL] Yes. Yes, it was for [PII] for 8400.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm sorry, [PII] [PII], hold on one sec. I'm so sorry, I didn't realize it.
[CUSTOMER][NEUTRAL] February
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, no, no, that's OK. It's
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] 0, 24th. OK, I missed that part. So 23 to 224. OK, and the bill amount?
[CUSTOMER][POSITIVE] No, not a problem.
[CUSTOMER][NEUTRAL] It's 23 to 224. Yeah, the bill amount is $8,461.06 64 cents.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK, so the claim number that goes along with that is 358-033-3.
[AGENT][NEUTRAL] And she gave you the status, is that correct?
[CUSTOMER][POSITIVE] You have been wonderful. Yes, yes ma'am. I got everything else, and I hung up. I was talking to her about the long weekend and I forgot to ask her about the claim number. My money is already on the 3 day weekend status. Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's OK. Hey, [PII], we're all excited about the long weekend. Correct. Everybody's excited about that and thinking about when our, you know, end of our work day is, no matter how much we may love our job. Yes, we're all excited.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So one last thing I do wanna ask you, did Kiki um give you the.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, our website for our portal so that if in the future you need the copies of the EOBs, you should be able to put that with the claim number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes ma'am, I have that. Thank you so much.
[AGENT][POSITIVE] The secure. OK, good deal. Alright, well, if is there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, you've been wonderful. Thank you so much and you have a wonderful long weekend.
[AGENT][POSITIVE] I hope you do too, [PII], and thank you again for calling APL. It was my pleasure in speaking to you today.
[CUSTOMER][POSITIVE] Thank you. All [PII]. Thank you. Bye-bye. Bye.
[AGENT][NEUTRAL] All right, bye bye.