AccountId: 011433970860
ContactId: 60116dc3-85a7-4289-81fe-a38edaffa859
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137589 ms
Total Talk Time (AGENT): 50895 ms
Total Talk Time (CUSTOMER): 64819 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/60116dc3-85a7-4289-81fe-a38edaffa859_20250224T22:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] calling from Saint Tammany Parish Hospital. Was calling. I needed some help on an EOB we received.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 785155.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And that's correct.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patience [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling about a claim that was processed or EOB you received?
[CUSTOMER][NEGATIVE] Yes, yes, we did receive payment. It just doesn't give me much information.
[AGENT][NEUTRAL] Uh, what was the
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that claim number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Let's see, claim number is 3541951.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see, it looks like it paid 58274.
[AGENT][NEUTRAL] And it looks like with that payment it matched the benefit for the year.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so that just exhausted his benefits is why they paid that much?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because, because the primary left 180554 is his responsibility. OK, great. Alright, I'll let him know, um, that it exhausted his benefits.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a call reference number for the call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][POSITIVE] Oh, that's right.
[CUSTOMER][POSITIVE] All righty. Thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. You have a great day, Miss. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.