AccountId: 011433970860
ContactId: 3a224449-2b34-4ddf-a539-2e84d7fd5465
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138899 ms
Total Talk Time (AGENT): 71699 ms
Total Talk Time (CUSTOMER): 55688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/3a224449-2b34-4ddf-a539-2e84d7fd5465_20250219T14:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] from Saint Luke's Hospital checking claim status, please.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 01897883
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to help you with claim status this morning for Mr. [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] Um, 228 24 $10,586. 86.
[AGENT][NEUTRAL] Thank you and what is the facility name please ma'am?
[CUSTOMER][NEUTRAL] Saint Luke's Hospital.
[AGENT][POSITIVE] All right, thank you, [PII].
[AGENT][NEUTRAL] And [PII], I'm showing that we did receive that claim.
[CUSTOMER][NEUTRAL] Look,
[AGENT][NEUTRAL] On [PII] and it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim was denied because the outpatient benefit for the calendar year has been met.
[CUSTOMER][NEUTRAL] Uh, so we can build the patient.
[AGENT][NEUTRAL] Yes ma'am. Would you like that claim number, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The claim number is 352.
[AGENT][NEUTRAL] 952 8.
[CUSTOMER][POSITIVE] Thank you so much. Do you have a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Have a nice day. Bye.
[AGENT][POSITIVE] I hope you do too, [PII]. Thank you for calling APL bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye.
[CUSTOMER][POSITIVE] Thank you, bye.