AccountId: 011433970860
ContactId: cf43a409-1d81-4c5c-b00f-cbce1d0a38f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255149 ms
Total Talk Time (AGENT): 49926 ms
Total Talk Time (CUSTOMER): 42669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/cf43a409-1d81-4c5c-b00f-cbce1d0a38f0_20250618T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII], and I'm calling to check status on a claim.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 0173.
[CUSTOMER][NEUTRAL] 1961.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Data service is 32125 for $2,896.
[AGENT][NEUTRAL] I'm sorry, how much was the total bill amount?
[CUSTOMER][NEUTRAL] 2,896.
[AGENT][NEUTRAL] OK, thank you. Give me one moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the provider name or the hospital name?
[CUSTOMER][NEUTRAL] The Palmetto Surgery Center.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] You said it was $2,896 correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Give me just a moment.
[AGENT][NEUTRAL] I'm not showing a claim for that amount for that provider.
[CUSTOMER][NEUTRAL] OK, you guys might not have it. Is there a fax number I can fax this to?
[AGENT][NEUTRAL] Sure, you'll send it to attention claims department and the number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Attention claims department. OK, will do, thank you.
[AGENT][POSITIVE] Great, thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.