AccountId: 011433970860
ContactId: 598313a1-e324-4ee4-b376-aa28184e9a94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206660 ms
Total Talk Time (AGENT): 51331 ms
Total Talk Time (CUSTOMER): 34529 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/598313a1-e324-4ee4-b376-aa28184e9a94_20250519T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I need to check on a claim.
[AGENT][POSITIVE] Sure, I can help you with claim status. [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And the policy number?
[CUSTOMER][NEUTRAL] 1480324 ML 8
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] And do you have the claim number or date of ser or I'm sorry, can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] and date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much and do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Data service 11824 total charge 6,414.
[AGENT][POSITIVE] Can you repeat the total one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] 6,414.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Give me one moment while I look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said for 1128 of 24?
[CUSTOMER][NEUTRAL] 11 8 24.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And do you have the provider's name?
[AGENT][NEUTRAL] Or the hospital name?
[CUSTOMER][NEUTRAL] for Baptist Health Surgery Center at [PII].
[AGENT][NEUTRAL] Not showing one for that amount. I am showing Baptist Hospital.
[CUSTOMER][NEUTRAL] No, that's a different claim. OK, no worries. I'll go ahead and rebuild it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I would rebill um alright is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No, that's all. Have a good day.
[AGENT][POSITIVE] Alright, thank you so much and have a great day thank you for calling APL.