AccountId: 011433970860
ContactId: 75bc3208-9a97-446a-83de-ac0f3a4794b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133080 ms
Total Talk Time (AGENT): 56082 ms
Total Talk Time (CUSTOMER): 75401 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/75bc3208-9a97-446a-83de-ac0f3a4794b5_20250603T13:00_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], it's [PII], APL agent extraordinaire. How are you today?
[AGENT][POSITIVE] I'm great. How about you today, Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, [PII], yeah, better than most and my uh beautiful callback number is you ready?
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] [PII] operators are standing by.
[AGENT][POSITIVE] Alrighty. Well, how can I help you today?
[CUSTOMER][NEUTRAL] Can you do me a favor? I'm looking in your crystal ball to make sure that this [PII] uh uh claimant has her EOB and her diagnosis so we can process it, and I'll give you her policy number.
[AGENT][NEUTRAL] Alright, give me that policy number. Yeah.
[CUSTOMER][NEUTRAL] Oh, actually it's a gentleman, it's 2341456.
[AGENT][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] And it's for a gentleman by the name of [PII].
[AGENT][NEUTRAL] And what is that date of birth?
[CUSTOMER][NEUTRAL] Yeah, let me get that hold on.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Alright, what day of service you checking on?
[CUSTOMER][NEUTRAL] Uh, [PII] of this year only.
[AGENT][NEUTRAL] OK, let's see, looks like it's already been paid.
[CUSTOMER][POSITIVE] Alright, thank God for small favors. Can you tell me what the payout is?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep, let's see max benefit $3500 and they.
[CUSTOMER][NEUTRAL] 500 I kind of figured, OK, and that was payable to what the insured?
[AGENT][NEUTRAL] Uh, nope, it looks like this claim came from the hospital, so let's see what.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull it up. Let's see.
[AGENT][NEUTRAL] If I can type, West Kendal Baptist Hospital. Mhm.
[CUSTOMER][POSITIVE] Yeah, it's all good.
[CUSTOMER][POSITIVE] OK, Baptist, OK, cool. OK, alright, thank you so much.
[AGENT][NEUTRAL] Yep. Well, yes, sir, is that all I can help you with?
[CUSTOMER][POSITIVE] Alright, you'll be good.
[CUSTOMER][POSITIVE] Yeah, that's enough for the whole day. Go home, take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, thank you very much then and thanks for calling APL and you have a great day, [PII]. OK, bye-bye. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright thank you you too ma'am thank you bye.