AccountId: 011433970860
ContactId: 9828bebb-438d-4e94-af79-e6489be5e1e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132509 ms
Total Talk Time (AGENT): 37699 ms
Total Talk Time (CUSTOMER): 61778 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9828bebb-438d-4e94-af79-e6489be5e1e5_20250623T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], good afternoon. Uh, this is [PII] from Baptist Hospital in [PII]. Uh, can I speak to someone regarding the claim, please?
[AGENT][NEUTRAL] OK, yeah, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, um, for this member I see a number.
[CUSTOMER][NEUTRAL] Oops
[CUSTOMER][NEUTRAL] Here it is. Uh, one second, please. I just got kicked out.
[CUSTOMER][NEUTRAL] It's 002175427.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEGATIVE] um, [PII], uh, billed it charges 18,414. There was a $600 balance that was supposedly sent off to you guys. I'm not sure if you received it.
[AGENT][NEUTRAL] OK, looks like we received the claim on 52-25. Process 5625 and
[AGENT][NEUTRAL] Uh, it looks like it was denied for no benefits payable, um, when administered in physician's office or outpatient facility.
[CUSTOMER][NEUTRAL] OK, OK, no problem. And is your claim number, please, [PII]?
[AGENT][NEUTRAL] Uh yes, claim number 359-794-6.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. Have a great evening. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.