AccountId: 011433970860
ContactId: 8f80653f-2daa-4ec0-8cab-9d350a885b8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283869 ms
Total Talk Time (AGENT): 58124 ms
Total Talk Time (CUSTOMER): 44658 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/8f80653f-2daa-4ec0-8cab-9d350a885b8f_20250529T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank you so much. My name is [PII]. I need to check the status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is again?
[CUSTOMER][NEUTRAL] [PII] last and first name that is [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, uh, policy number is 02.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 368 1.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] that's the direct line number.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, question name that we have, uh, [PII] and the date of birth of the person that is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status correct?
[CUSTOMER][POSITIVE] Yes, correct, thank you.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh yes, the date of service that would be [PII].
[CUSTOMER][NEUTRAL] And for total charge amount, $5000 even.
[AGENT][NEUTRAL] OK, and what was, well, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is this for a facility charge or a physician's charge?
[CUSTOMER][NEUTRAL] Uh, this is, uh, outpatient hospital charges.
[AGENT][NEUTRAL] So it's for a facility. OK, give me one moment.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I show that claim was received and looks like it processed as.
[AGENT][NEUTRAL] Uh, benefit maximum for the data service has been met.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I cannot hear you. You may have to call back.