AccountId: 011433970860
ContactId: 0aac23c5-fc4e-4525-8e3c-bbb9ff0c213f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118750 ms
Total Talk Time (AGENT): 52680 ms
Total Talk Time (CUSTOMER): 41620 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/0aac23c5-fc4e-4525-8e3c-bbb9ff0c213f_20250514T18:10_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], this is Lindseyman Hospital patient accounts. I'm calling today in regards to a claim.
[AGENT][NEUTRAL] OK, I can check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, of course that's gonna be [PII], and that is the direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, that's gonna be 02570169.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, [PII] with the date of birth of [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII] [PII] in the total charged amount of $432 even.
[AGENT][NEUTRAL] 432. OK, one moment please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], uh, we were unable to make a payment on this, uh, pay a benefit as the policy did terminate, that was [PII], so the services were rendered after coverage was terminated.
[CUSTOMER][POSITIVE] Perfect alrighty and do you have a reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, and so my name is spelled [PII] Last initial is [PII] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, nope, I do believe that is all. Thank you so much, and I hope you have a great rest of your day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.