AccountId: 011433970860
ContactId: 6f262bbc-14fd-4273-9507-51d8a1e27ea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133979 ms
Total Talk Time (AGENT): 65185 ms
Total Talk Time (CUSTOMER): 45298 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/2025/01/17/6f262bbc-14fd-4273-9507-51d8a1e27ea6_20250117T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Piedmont Athens Hospital calling to check status on my claim.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02549863.
[AGENT][NEUTRAL] 9823.
[CUSTOMER][NEUTRAL] 9863.
[AGENT][NEUTRAL] 63. OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that is a direct line.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII], and you said you're checking the claim status?
[CUSTOMER][NEUTRAL] Yes, date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In the amount?
[CUSTOMER][NEUTRAL] $1,509.
[AGENT][POSITIVE] Thank you, let me pull up the information and we can assist with that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there was no benefit payable on this claim. Outpatient facility is not covered under this policy. Um, I do show that it was processed on the [PII], I mean the [PII], and I have the policy number if you would like that information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, I do. I need that.
[AGENT][NEUTRAL] OK, uh, the claim number is 354.
[AGENT][NEUTRAL] 981 3.
[AGENT][NEUTRAL] And [PII], you can also check claim status on our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Uh, no, I guess I just need a reference number.
[AGENT][NEUTRAL] Uh, you'll use my name in today's date as your reference [PII] and first initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.