AccountId: 011433970860
ContactId: a5cfd1b3-65e1-4b0f-ab14-dd47e847a9eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179660 ms
Total Talk Time (AGENT): 46112 ms
Total Talk Time (CUSTOMER): 52376 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/a5cfd1b3-65e1-4b0f-ab14-dd47e847a9eb_20250516T13:59_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII] calling from Baptist Memorial Hospital. I'm looking for a climb status. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Pretty well, thanks for asking me.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] And the policy number for patient?
[CUSTOMER][NEUTRAL] Patient's ID is 1009248.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] The service is [PII] and the total bill amount is $4,425.38.
[AGENT][NEUTRAL] Uh, looks like you received the claim on 4-4-2025. It was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh let me pull up the remark code, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like benefits were applied to the $1000 calendar year deductible.
[CUSTOMER][NEUTRAL] May I know how much is the deductible amount for this particular claim?
[AGENT][NEUTRAL] It looks like 38827.
[CUSTOMER][NEUTRAL] Can I get the claim number please?
[AGENT][NEUTRAL] Claim number 358-6150.
[CUSTOMER][NEUTRAL] Can I get a copy of your bill, please?
[AGENT][NEUTRAL] Sure. What's your effects?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] Got it. Can I get the reference number for our conversation, please?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, [PII], and thank you for your assistance. Have a lovely day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.