AccountId: 011433970860
ContactId: cd1ca9ce-9e6f-4156-90b1-2d7a2251aca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214710 ms
Total Talk Time (AGENT): 101654 ms
Total Talk Time (CUSTOMER): 64301 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/cd1ca9ce-9e6f-4156-90b1-2d7a2251aca1_20250221T14:08_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII] and I'm with Baptist Hospital. Excuse me, calling to get status on a claim, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] That policy number is going to be 01918427.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you said policy number 1918427?
[CUSTOMER][NEUTRAL] Oh no, no, no, 019.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 10427
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII], got it, thank you. I apologize for that.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] I'm getting it pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said you're needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with claim status. Let me check something for Kadar's policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because that's an old policy that termed on [PII], your date of service after that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, it is for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's, it's policy time.
[AGENT][NEUTRAL] That one did. Now he did have a policy that was active.
[AGENT][NEUTRAL] From 7-824 to 825 24 and let me just check and see if we have that claim on this policy. This is his most recent policy and you said that was September, what was the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Were these single date, dates of service or uh date range claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Excuse me, it's a date range it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it for facility charges?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I'm not showing any facility charges for that that date range, however, his policy was not active for that date.
[CUSTOMER][NEUTRAL] Not active. OK. Is there a reference number, please?
[AGENT][NEUTRAL] Reference number would be my name in today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it's been a pleasure to assist you with that claim status, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] It's been nice.
[CUSTOMER][POSITIVE] No, you have a wonderful weekend. I appreciate you. Thank you.
[AGENT][POSITIVE] My pleasure. And thank you for calling APL [PII]. You have a lovely weekend as well. Take care.
[CUSTOMER][NEUTRAL] Uh bye bye.
[AGENT][NEUTRAL] Bye-bye.