AccountId: 011433970860
ContactId: c65d0bf8-3f1c-4838-bbe8-8467c46b83e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177860 ms
Total Talk Time (AGENT): 56829 ms
Total Talk Time (CUSTOMER): 58614 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c65d0bf8-3f1c-4838-bbe8-8467c46b83e8_20250317T17:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, [PII]. My name is [PII]. It's [PII] and I'm calling from the business office uh.
[CUSTOMER][NEUTRAL] Um, Coastal Carolina Medical Center. This call is monitored and recorded for the quality assurance purposes.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a claim for the patient [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, could I get a policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That is 025.
[CUSTOMER][NEUTRAL] 493-89.
[AGENT][NEUTRAL] The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is the data service you're checking?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do show, uh, this is for, uh, ER visit and the physician, the ER charges for the facility and the physician.
[AGENT][NEUTRAL] Oh, I'm sorry, what is the total bill of the claim?
[CUSTOMER][NEUTRAL] 13,954.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, it looks like that this policy does not pay for outpatient emergency room visits.
[CUSTOMER][NEUTRAL] Does this patient have the limited benefit policy plan?
[AGENT][NEUTRAL] Yes, they do.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, OK, um, now, can I get your name and a call reference number?
[AGENT][NEUTRAL] Yes ma'am, to reference the call, you will use my name [PII] and today's date.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And today's day. [PII].
[CUSTOMER][NEUTRAL] And last name initials.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate your help. Thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You have a wonderful day thank you for calling APL.