AccountId: 011433970860
ContactId: 19ac0fce-686c-4fc2-841f-5a492ebe0238
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190080 ms
Total Talk Time (AGENT): 88245 ms
Total Talk Time (CUSTOMER): 54111 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/19ac0fce-686c-4fc2-841f-5a492ebe0238_20250123T19:35_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I am calling to check eligibility and claim status.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility and claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII], and my extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02484347.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with the eligibility and claim status for [PII].
[AGENT][NEUTRAL] I'm showing that his policy actually turned on 10-6-24. The effective date was [PII].
[AGENT][NEUTRAL] And what is the data service for the claim?
[CUSTOMER][NEUTRAL] It is 5-7-2024.
[AGENT][NEUTRAL] And what is the billed amount?
[CUSTOMER][NEUTRAL] $1,882 even.
[AGENT][NEUTRAL] And finally, what is the facility name please, ma'am?
[CUSTOMER][NEUTRAL] Camden Clark Medical Center.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And we did receive that claim.
[AGENT][NEUTRAL] On 10-7-24, processed and paid on [PII].
[AGENT][NEUTRAL] And the maximum we can pay is $50 per visit and that was paid to Camden Clark Medical Center.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Would you like the claim number?
[CUSTOMER][NEUTRAL] Um, yes, please, if you don't care.
[AGENT][NEUTRAL] Sure. The claim number is 351-6342.
[CUSTOMER][NEUTRAL] And then the remaining of that balance is that.
[CUSTOMER][NEUTRAL] Is the $50 like due to their policy?
[AGENT][NEUTRAL] That's right, that's a, it's a limited medical policy, and that is the maximum that we pay for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, then that is all I needed to know. Um, just a call reference number if you have one and that'd be it.
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it no that's all.
[AGENT][NEUTRAL] Anything else I can help you with?
[AGENT][POSITIVE] Well, thank you for calling APL. It's been a pleasure to assist you, [PII]. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.