AccountId: 011433970860
ContactId: 78baf86f-a954-4e48-aa13-cad3ddfe8312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248470 ms
Total Talk Time (AGENT): 64305 ms
Total Talk Time (CUSTOMER): 94870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/78baf86f-a954-4e48-aa13-cad3ddfe8312_20250505T13:54_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'm calling from Gissinger Clinic. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing well, thanks.
[CUSTOMER][NEUTRAL] [PII], I'm calling to check on a claim for a patient. Would you be able to help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, sure. 02572295.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, do you have the bill, uh, date of service and bill charges?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it was for $101.
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] OK, you said $101 is that correct?
[CUSTOMER][NEUTRAL] Yes, 101.
[AGENT][NEUTRAL] OK, looks like we received it 3-11-2025 process 314 2025.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it looks like the benefit maximum for the date of service was met. Um, this is like a limited hospital indemnity plan.
[AGENT][NEUTRAL] So it just pays a limited amount or date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if the maximum is reached is the balance the patient responsibility then?
[AGENT][NEUTRAL] Well, we can't say it's patient responsibility because it's a supplemental policy um we just process according to the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is a supplement, this isn't the primary insurance?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you give me the claim number?
[AGENT][NEUTRAL] Yes, it's 357-594-9.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 5949, OK.
[CUSTOMER][NEUTRAL] Alright, because let me see because I don't think we have another coverage on file for him.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me see if I show anything. Probably not. This is a, these are benefits through a temp agency, so.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I don't show any.
[CUSTOMER][NEUTRAL] Yeah because it looks like we've only been.
[CUSTOMER][NEUTRAL] You're not seeing it, OK.
[CUSTOMER][POSITIVE] All right we can uh.
[CUSTOMER][NEUTRAL] I'll have to reach out for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's fine. OK, um, do you give a reference numbers, [PII]?
[AGENT][NEUTRAL] Uh, just my name. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Your name and today's date, OK.
[CUSTOMER][POSITIVE] All right. Well, thank you very much. You've been very helpful today.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.