AccountId: 011433970860
ContactId: fd70237b-8182-4add-9514-e8b4fcf54959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217429 ms
Total Talk Time (AGENT): 106351 ms
Total Talk Time (CUSTOMER): 78883 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/fd70237b-8182-4add-9514-e8b4fcf54959_20250130T22:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, [PII]. My name is [PII] calling you from Mercy Hospital. I'm calling you to information I claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. I'll call back number [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number 023.
[CUSTOMER][NEUTRAL] 05143.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah. The name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that, [PII]. And uh what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, service date [PII] and that amount billed $370.50.
[AGENT][NEUTRAL] That was $372.50?
[CUSTOMER][POSITIVE] Perfect, yes.
[AGENT][NEUTRAL] OK, thank you. Alright, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] see
[AGENT][NEUTRAL] OK, um, this was, you did say this was Mercy Hospital?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, was that remaining balance after major medical was that $50?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so I did find this claim, Shiva, um, the benefits have been applied to their, uh, deductible. They do have a $1000 calendar year deductible, and that's where that benefit went.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK. May I have the claim number?
[AGENT][NEUTRAL] Of course that is 352-558-3 and I can send you uh the this EOB if you'd like.
[CUSTOMER][NEUTRAL] Thank you. And when was the claim received and processed?
[AGENT][NEUTRAL] Sure, uh, this claim is received [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The flight.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] $50 to.
[CUSTOMER][NEUTRAL] Possibility.
[CUSTOMER][NEUTRAL] OK. Uh, yeah, may I have, sorry, can I give you that, um, fax number?
[AGENT][POSITIVE] Of course, yeah, I'm ready when you are.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, so that fax number [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was 678306-4730?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and when I just put this to your attention, [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, is it uh SHIVA?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK awesome alrighty I will get that sent to you right now. I should get it here in maybe 10-15 minutes depending on how busy your machine is. Um, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] That's all right, thank you so very much. What's the call reference number in here?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. That's how my name is spelled [PII] Last initial is A.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, [PII]. Thank you so very much. That's all for today. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.