AccountId: 011433970860
ContactId: 576d141d-3496-4b0b-a190-6c3cf1886931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138839 ms
Total Talk Time (AGENT): 79097 ms
Total Talk Time (CUSTOMER): 32000 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/576d141d-3496-4b0b-a190-6c3cf1886931_20250219T19:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Claim status please.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII] with Medical City [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02505608
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Wanna Dorsey.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the data service for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that bill them out, please, ma'am.
[CUSTOMER][NEUTRAL] $15,0038.93.
[AGENT][NEUTRAL] And it's mid City [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thank you. So now I can help you with that claim status. I'm showing that we received this claim on [PII]. It was processed and paid the maximum benefit payable for that data service processed and paid on [PII].
[AGENT][NEUTRAL] And we did pay the maximum benefit of $50 to Mid City [PII].
[CUSTOMER][NEUTRAL] Patient liable for the remaining balance?
[AGENT][NEUTRAL] Now we don't determine patient responsibility. This is not major medical that would be determined by the provider.
[CUSTOMER][NEUTRAL] OK, and claim number please.
[AGENT][NEUTRAL] Claim number is 355.
[AGENT][NEUTRAL] 1039.
[CUSTOMER][POSITIVE] Alright, thank you very much and how about a call reference number please?
[AGENT][POSITIVE] Call reference number is my name and today's date is spelled my name [PII]. So, thank you for calling APL. It was a pleasure to assist you with that claim status, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.