AccountId: 011433970860
ContactId: 38227424-c2b3-48ba-b712-0d33be29e7a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164179 ms
Total Talk Time (AGENT): 49545 ms
Total Talk Time (CUSTOMER): 53042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/38227424-c2b3-48ba-b712-0d33be29e7a8_20250513T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I'm uh trying to check on the status of a claim for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII], and that's the direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And policy number for that patient.
[CUSTOMER][NEUTRAL] It's gonna be 02576409.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges.
[CUSTOMER][NEUTRAL] Data service is gonna be [PII]. Total bill charges is gonna be $48,966.11.
[AGENT][NEUTRAL] Uh, looks like we received the claim on 326-25. Process [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like the calendar year maximum for accident and sickness surgery benefit performed in a hospital, um, has been met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was there um any patient responsibility or what was the patient responsibility?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this is a supplemental policy, so we can't instruct on patient responsibility. We just process the claims according to their policy.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Alrighty and do you happen to have the claim number?
[AGENT][NEUTRAL] Yes, claim number is 3583236.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 36 alright and then can I just get a reference for today's um call [PII]?
[AGENT][NEUTRAL] Reference is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much for your help, [PII]. I hope you enjoy the rest of your day.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.