AccountId: 011433970860
ContactId: 66cf03e9-cff8-4e3e-83e8-ccaa08747b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196029 ms
Total Talk Time (AGENT): 63465 ms
Total Talk Time (CUSTOMER): 81607 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/66cf03e9-cff8-4e3e-83e8-ccaa08747b9e_20250317T15:55_UTC.wav
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[AGENT][POSITIVE] And thank you for calling. This is Ay. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from Miss Baptist Medical Center to check on my claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, ma'am. I can assist you with claim status. Um, first, could I get your name again and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, sure. It's [PII], and my last name [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] Mm. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, sure. It's 1008736.
[AGENT][NEUTRAL] Please verify the patient.
[CUSTOMER][NEUTRAL] Could you please spell me your name?
[AGENT][NEUTRAL] Sure. My name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Mhm. No problem. And please.
[CUSTOMER][NEUTRAL] Um, the patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK and what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] The day of service is [PII] and the total amount is $7,943.25.
[CUSTOMER][NEUTRAL] And I, I, I do a specific question on this claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Again, you said that was for [PII] for $7,943.25?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. And what's your question?
[CUSTOMER][NEUTRAL] Um, actually, this, uh, patient is not active on the day of service. It is, um,
[CUSTOMER][NEUTRAL] It is not active, so, uh, we have sent in uh
[CUSTOMER][NEUTRAL] A letter to the patient. Did you receive any calls from the patient?
[AGENT][NEUTRAL] Um, no, we haven't received any calls from the patient.
[AGENT][NEUTRAL] Regarding this time.
[CUSTOMER][NEUTRAL] OK. Can I get the
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] Um, yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. um it's spelled [PII] Last initial [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Oh, that's it, uh, Ay, thank you so much for assisting me today. Have a wonderful day. Stay safe. Bye-bye. Take care.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.