AccountId: 011433970860
ContactId: 7e5b966c-deb6-42e9-ac41-2a0c58a7de06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213100 ms
Total Talk Time (AGENT): 51966 ms
Total Talk Time (CUSTOMER): 82648 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7e5b966c-deb6-42e9-ac41-2a0c58a7de06_20250411T16:42_UTC.wav
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[CUSTOMER][NEUTRAL] And while Apple's losing business in the process, they just shipped over 600 tons, according to Reuters. Hello.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from Barnes Jewish Hospital, and I was trying to check the status of a medical claim we submitted for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01828792.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Um, I saw [PII].
[CUSTOMER][NEUTRAL] And we billed $248 even.
[AGENT][NEUTRAL] OK, could you, I'm sorry, I clicked the wrong thing. Can you give me that policy number one more time? So sorry.
[CUSTOMER][NEUTRAL] No, it's, uh, sure, no problem. It is, let's see, go back here 0.
[CUSTOMER][NEUTRAL] 01828792.
[AGENT][NEUTRAL] OK, $248 [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, looks like we processed that on.
[AGENT][NEUTRAL] I received 3 10 2025, process 313, 2025.
[AGENT][NEUTRAL] And it looks like the amount was applied to the calendar year deductible.
[CUSTOMER][NEUTRAL] OK, so the $248 would be the patient responsibility as a deductible?
[AGENT][NEUTRAL] Um, we don't determine patient responsibility as a secondary policy. I can just tell you how the how it paid or processed.
[CUSTOMER][NEUTRAL] Oh, OK, um, is there a claim number?
[AGENT][NEUTRAL] Yes, that claim number is 357-535-4.
[CUSTOMER][NEUTRAL] That we can have.
[CUSTOMER][NEUTRAL] Got it. And I'm so sorry, um, the phone was breaking up in the beginning, so I missed your name.
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] and [PII], do you guys do reference numbers for your call?
[AGENT][NEUTRAL] Uh, we just do our name and today's date.
[CUSTOMER][POSITIVE] OK, sounds good. Again, thank you so much for looking into this with me, [PII]. Have a great rest of your day and a great weekend ahead.
[AGENT][POSITIVE] Thank you for calling APL. You have a great weekend too.
[CUSTOMER][POSITIVE] Thank you, bye.