AccountId: 011433970860
ContactId: 47775a5a-4119-461a-ae6e-2cd4d5e0d856
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132550 ms
Total Talk Time (AGENT): 63053 ms
Total Talk Time (CUSTOMER): 54762 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/47775a5a-4119-461a-ae6e-2cd4d5e0d856_20250625T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, who am I speaking with?
[AGENT][NEUTRAL] [PII] A.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Um, I need to check status on the claim, please.
[AGENT][NEUTRAL] OK, I can check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you and uh [PII] was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] I'm calling from Baptist Outpatient Services.
[AGENT][POSITIVE] OK, perfect, thank you for that. uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Um, patient's policy number is 01936726.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, member's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Um, data service [PII] in the amount of $949.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Correct amount $949.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. Alright, so I will let you know this policy did terminate [PII] and I did just check and they do not have any that were active after that, uh, so this was the last policy they had with us. Did you still want me to check to see if we received this claim?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, no, that would be it. OK, so the policy terminated in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sorry, [PII], sorry.
[CUSTOMER][NEUTRAL] Oh, that's what I meant.
[CUSTOMER][POSITIVE] Thank you so much. OK. Thank you.
[AGENT][NEUTRAL] No, no, you're fine.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that would be it thank you.
[AGENT][POSITIVE] All right thank you have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.