AccountId: 011433970860
ContactId: 8ebf11ab-972b-4b10-95fe-757df2021f43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221259 ms
Total Talk Time (AGENT): 82907 ms
Total Talk Time (CUSTOMER): 41321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/8ebf11ab-972b-4b10-95fe-757df2021f43_20250210T20:09_UTC.wav
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[AGENT][NEUTRAL] APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Newark, Mississippi Medical Center to verify the status of the claim for a patient.
[AGENT][NEUTRAL] OK, I can certainly help with claim status. And what is, uh, what is that, uh, policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 01629070
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Can I have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh [PII].
[AGENT][NEUTRAL] Thank you and what data service were we looking for for um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], the bill amount was $73 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So just checking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this a facility bill?
[CUSTOMER][NEUTRAL] Yes provider's office.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't think I have anything for $73. Let me just check one.
[AGENT][NEUTRAL] The place here.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] A couple of claims for that data service.
[CUSTOMER][NEUTRAL] So was she active at that data service?
[AGENT][NEUTRAL] Yes, um, your, yes, I found it. Uh, your claim number is um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 353-0840
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, now,
[AGENT][NEUTRAL] There was a benefit of $23.47 but she, she was active during that period of time.
[AGENT][NEUTRAL] But the policy has a $1000 deductible that must be met prior to any benefits going out. So the benefit that $23 went towards the deductible.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] And that's why you didn't receive a, a, a claim for it. So, um,
[AGENT][NEUTRAL] Yeah, that is what ended up happening with that.
[AGENT][NEUTRAL] But she was active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you have a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all I may help with?
[CUSTOMER][POSITIVE] I think that's it thank you.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.