AccountId: 011433970860
ContactId: 1dfd4ec2-e0c8-40b4-877e-5d37516d5d9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163740 ms
Total Talk Time (AGENT): 74761 ms
Total Talk Time (CUSTOMER): 71044 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1dfd4ec2-e0c8-40b4-877e-5d37516d5d9f_20250221T13:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking, [PII]. How are you today?
[CUSTOMER][POSITIVE] Good good glad that it's Friday.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] It's a good day.
[CUSTOMER][POSITIVE] We made it, yes.
[AGENT][POSITIVE] We have made it again.
[CUSTOMER][NEUTRAL] Again, [PII], I need to check status on the claim, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is a good callback number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02515731
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you [PII] and it would be a pleasure to assist you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, date of service is let me see.
[CUSTOMER][NEUTRAL] Um, data service, [PII] total charge $4,993.
[AGENT][NEUTRAL] All right, thank you. What is the name of the facility, [PII]?
[CUSTOMER][NEUTRAL] Baptist outpatient services.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I do see we received that claim.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And that claim was received on [PII].
[AGENT][NEUTRAL] Processed and paid on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the benefit amount of $160 to Baptist Outpatient Services.
[CUSTOMER][POSITIVE] Wonderful. May I please have a claim number and a check number if you have available?
[AGENT][NEUTRAL] Absolutely. That claim number is 355.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 5650.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check number is 2024364.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I really appreciate your help and you have a wonderful rest of the day and a great weekend.
[AGENT][POSITIVE] Oh thank you [PII]. I hope the same for you. It's been a pleasure to assist you with that claim status. Thank you for calling APL and have a very happy weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.