AccountId: 011433970860
ContactId: 0ecefb50-dae8-4c4e-809e-9f04f3cfba3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251029 ms
Total Talk Time (AGENT): 51848 ms
Total Talk Time (CUSTOMER): 57635 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0ecefb50-dae8-4c4e-809e-9f04f3cfba3e_20250507T13:35_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]. I'm [PII] calling from Baptist Memorial Hospital. I'm looking for a client service. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Pretty well, thanks for asking ma'am.
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, I do. The member's ID is 910113.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] of services [PII] and the total bill amount is $222 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, it looks like we received that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it looks like all charges were applied towards the deductible of 750.
[CUSTOMER][NEUTRAL] May I know the deductible amount for this claim?
[AGENT][NEUTRAL] The deductible calendar year deductible is 750.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For this particular claim, how much is the deductible amount?
[AGENT][NEUTRAL] You build 3130, so that's what was applied towards the deductible.
[CUSTOMER][NEUTRAL] May I know how much is the patient already met?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 8130.
[CUSTOMER][NEUTRAL] Got it. Can I get the claim number, please?
[AGENT][NEUTRAL] My number is 356-1784.
[CUSTOMER][NEUTRAL] Can I get a copy of your it please?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] The fax number is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes about 5 minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] That's all I wanted to know. Can I get the uh call reference number, please?
[AGENT][NEUTRAL] It's my name is [PII], and today's date.
[CUSTOMER][POSITIVE] Got it. Thank you for that and have a lovely day.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye-bye.