AccountId: 011433970860
ContactId: 9bdd4a99-299f-4ea1-8536-7f5ee40b95f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276549 ms
Total Talk Time (AGENT): 74430 ms
Total Talk Time (CUSTOMER): 36981 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9bdd4a99-299f-4ea1-8536-7f5ee40b95f0_20250310T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I need to check status on a claim.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] ID is 1587, no, wrong, wrong thing. 948722.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] 1825 and total charge 1,844.
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for status for data service of $1825 total bill $1,844. I'm pulling that information up for you now and you can also check claim status via our secured portal that is [PII].
[AGENT][NEUTRAL] And for that claim it does show that we received it on [PII]. It was processed on [PII]. That claim number is 356-8101. The claim processed and it made a payment in the amount of $81.02.
[CUSTOMER][NEUTRAL] Is that the max benefit on it?
[AGENT][NEUTRAL] Let me see the image that we received in.
[AGENT][NEUTRAL] And may I have the procedure code?
[CUSTOMER][NEUTRAL] 644-83
[AGENT][NEUTRAL] OK, so, and let me make sure the provider that rendered the service's name?
[CUSTOMER][NEUTRAL] It's under Baptist Health Surgery Center at Kendall.
[AGENT][NEUTRAL] So this is the for the facility bill?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so for the facility bill, we haven't received the claim.
[CUSTOMER][NEUTRAL] OK, so the claim that you gave me is not for the facility.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much and have a wonderful day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Live have a great day as well.