AccountId: 011433970860
ContactId: 97645c04-f072-4258-815b-89c75a3cb859
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157160 ms
Total Talk Time (AGENT): 40679 ms
Total Talk Time (CUSTOMER): 68779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/97645c04-f072-4258-815b-89c75a3cb859_20250507T17:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Baptist Memorial Hospital. Did she complain. She does, can you help me with that?
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK. Yeah, the callback number is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the policy number?
[CUSTOMER][NEUTRAL] OK. The policy number for this patient is 00778901.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, data service is on [PII].
[AGENT][POSITIVE] Thank you for that information. One moment.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] And what's your tax ID?
[CUSTOMER][NEUTRAL] OK, so just the tax ideas.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, I do show the claim was denied because we need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] OK. Uh, may I know the primary insurance name and details if it is available?
[AGENT][NEUTRAL] Um, that you would have to get from the insured.
[CUSTOMER][NEUTRAL] Mhm. OK. May I know the denied date of this claim?
[AGENT][NEUTRAL] Claim was denied on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, may I have the claim number for this?
[AGENT][NEUTRAL] Claim number is 3594538.
[CUSTOMER][POSITIVE] 4538. Thank you so much. And uh may I have the reference number for today's call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Thank you so much. No, that's it. Thank you for providing this information. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. You too.