AccountId: 011433970860
ContactId: 2e147af4-8ebc-47ae-abde-17a5d75913b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128470 ms
Total Talk Time (AGENT): 51233 ms
Total Talk Time (CUSTOMER): 35439 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2e147af4-8ebc-47ae-abde-17a5d75913b2_20250604T19:51_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to get status on a claim.
[AGENT][POSITIVE] Sure, can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to check the status of the claim for?
[AGENT][NEUTRAL] Or benefits.
[CUSTOMER][NEUTRAL] 01935546 ML 8.
[AGENT][NEUTRAL] Thank you. [PII], could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, no, this is for a claim status, data service 42425.
[AGENT][NEUTRAL] What is the data
[AGENT][NEUTRAL] And what is the
[AGENT][NEUTRAL] Is this a facility charge or professional fee?
[CUSTOMER][NEUTRAL] Facility charge for Baptist surgery and endoscopy center.
[AGENT][NEUTRAL] And what is the original bill amount?
[CUSTOMER][NEUTRAL] 4,644.
[AGENT][NEUTRAL] There was a payment of 40,150 paid on this claim.
[CUSTOMER][NEUTRAL] OK. What is the claim number, track number, date?
[AGENT][NEUTRAL] Claim number is 3604012.
[CUSTOMER][NEUTRAL] 360
[AGENT][NEUTRAL] Process
[AGENT][NEUTRAL] 3604012. The claim was received [PII]. It was processed [PII].
[CUSTOMER][NEUTRAL] And the track number?
[AGENT][NEUTRAL] 204-5801.
[CUSTOMER][POSITIVE] Thank you so much. You have a good day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great one. Goodbye.