AccountId: 011433970860
ContactId: 22fb7e4d-7e6e-4bbc-bbc8-e7966e6be4ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229179 ms
Total Talk Time (AGENT): 35920 ms
Total Talk Time (CUSTOMER): 49487 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/22fb7e4d-7e6e-4bbc-bbc8-e7966e6be4ff_20250204T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] from Baptist Outpatient Services. I need to check status on a claim, please.
[AGENT][NEUTRAL] OK, give me one second, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Cool
[AGENT][NEUTRAL] [PII], thank you for holding. What's the policy number?
[CUSTOMER][NEUTRAL] Thank you. The policy number is 1419053ML8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said you're checking claim status?
[CUSTOMER][NEUTRAL] Yes, please, for data service 1022 24.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] $7320.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] I'm not showing that day of service on file.
[CUSTOMER][NEUTRAL] OK. Um, let me ask you a question, um.
[AGENT][NEUTRAL] For his patient.
[CUSTOMER][NEUTRAL] Do you guys accept claims electronic?
[AGENT][NEUTRAL] We do. Our payer ID number is 60801.
[CUSTOMER][NEUTRAL] 60801. And it should come out under American Public Life?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's our payer ID number, so yes.
[CUSTOMER][POSITIVE] OK perfect thank you so much, [PII] and you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day. No other questions bye bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.