AccountId: 011433970860
ContactId: cce75497-8c03-4dff-b4b0-fa584512d07c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238679 ms
Total Talk Time (AGENT): 42428 ms
Total Talk Time (CUSTOMER): 70670 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/cce75497-8c03-4dff-b4b0-fa584512d07c_20250509T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office to check the status of the claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You know the policy number of the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's 02570582.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] D of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the amount is $1,365 even.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, looks like we received that claim on 3-24-25.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Process 3 25 25 and
[CUSTOMER][NEUTRAL] P
[AGENT][NEUTRAL] The inpatient benefit dollar amount was met for the year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry, I can't hear you properly.
[AGENT][NEUTRAL] The inpatient amount was met for the year, dollar amount.
[CUSTOMER][NEUTRAL] Uh, a dollar amount?
[AGENT][NEUTRAL] Yes, the, the benefit for inpatient benefits has been met for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Could you please wait for a minute?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it means the maximum benefit met, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Could you please repeat the amount?
[AGENT][NEUTRAL] Of what?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The amount of what?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, is it the amount that was built, the amount was made the uh made for the year, right?
[AGENT][NEUTRAL] Uh yes, it's 3000.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry, can you repeat that? I can't hear you properly.
[AGENT][NEUTRAL] 3000
[AGENT][NEUTRAL] It's 33,000.
[CUSTOMER][NEUTRAL] OK.