AccountId: 011433970860
ContactId: c1f71107-e54e-4667-b6bf-a73d25b7f3c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253570 ms
Total Talk Time (AGENT): 81813 ms
Total Talk Time (CUSTOMER): 51894 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c1f71107-e54e-4667-b6bf-a73d25b7f3c8_20250619T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, my name is [PII], and I'm calling in regards to a claim status for a member.
[AGENT][POSITIVE] Yeah, I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 02221072
[AGENT][NEUTRAL] OK give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] Alright, it looks like we processed uh we received this claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] And can you provide me the provider's name?
[CUSTOMER][NEUTRAL] Barnes Jewish Hospital.
[AGENT][NEUTRAL] OK. It looks like we paid.
[AGENT][NEUTRAL] $1000 towards this claim.
[AGENT][NEUTRAL] Uh, and it looks like we didn't cover all of it, um, due to the calendar, your maximum, uh, had been met.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] A member has a uh balance.
[AGENT][NEUTRAL] Uh, yes, it would look that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, may I have the claim number and check number?
[AGENT][NEUTRAL] The claim number is 3613443.
[AGENT][NEUTRAL] Let me know when you're ready for the check number.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] The check number is 20501117.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and were there any discounts applied?
[AGENT][NEGATIVE] Oh, I'm sorry, you're breaking up. What was that?
[CUSTOMER][NEUTRAL] Um, were there any discounts applied?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Not that I can see, no discounts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And lastly, may I have a call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers. You can use my name and last initial in today's date, so [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you for your help today.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.