AccountId: 011433970860
ContactId: 8c4e3f6b-d2e4-43b3-98bd-1d9718c19b8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210869 ms
Total Talk Time (AGENT): 76330 ms
Total Talk Time (CUSTOMER): 61458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/8c4e3f6b-d2e4-43b3-98bd-1d9718c19b8b_20250113T19:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from Memorial Health System for claim status.
[AGENT][NEUTRAL] OK. I can help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02486201.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK thank you give me a moment to pull up the file and I'll be right back with you OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh, you're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and he was born [PII].
[AGENT][NEUTRAL] All right, thank you. I think I missed a number. I have [PII].
[CUSTOMER][NEUTRAL] Hold on, I wasn't there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I missed the [PII]. Thank you.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Give me [PII].
[AGENT][NEUTRAL] The date of birth of [PII].
[AGENT][NEUTRAL] And we're checking a claim status.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Mhm. What's the date of service in charge and I can help you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that is for $2,188.64.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is a hospital claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I showed this claim was processed [PII].
[AGENT][NEUTRAL] And the payment that was issued was the maximum amount payable for this occurrence, and that amount was for $250.
[AGENT][NEUTRAL] That's the maximum benefit for an outpatient service.
[AGENT][NEUTRAL] For recurrence.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is there a call reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh NYA first initial of my last name is [PII].
[AGENT][NEUTRAL] And did you have?
[AGENT][NEUTRAL] And did you have
[AGENT][NEUTRAL] Did you have any other questions I can help out with today?
[CUSTOMER][POSITIVE] No, that that was it. Thank you so much.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.