AccountId: 011433970860
ContactId: 99c49ed5-6164-4668-8394-eeabae4856a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198300 ms
Total Talk Time (AGENT): 68662 ms
Total Talk Time (CUSTOMER): 45337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/99c49ed5-6164-4668-8394-eeabae4856a1_20250210T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to get claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII], and your name again?
[AGENT][NEUTRAL] [PII], and is that, what's that policy number, please?
[CUSTOMER][NEUTRAL] D 43731203
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what state is he from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's show.
[AGENT][NEUTRAL] OK, and I can give you his policy number with our company when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's 2,504,680.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], I apologize. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The amount was $1,105.65.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] Edgefield County Healthcare.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, I show that claim process is the maximum benefit for the outpatient sickness writer has been exhausted for the calendar year.
[CUSTOMER][NEUTRAL] OK. The maximum has been exhausted.
[AGENT][NEUTRAL] Uh yes, ma'am, for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the account, so he's responsible for this.
[AGENT][NEUTRAL] Uh, patient responsibility. They've already met their max for the year. Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, thank you. Do you have a reference number, [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.