AccountId: 011433970860
ContactId: d1ec4a55-139a-45f7-82a0-f075e2afdeee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163440 ms
Total Talk Time (AGENT): 68187 ms
Total Talk Time (CUSTOMER): 59201 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d1ec4a55-139a-45f7-82a0-f075e2afdeee_20250603T20:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi sir, this is [PII]. I'm calling from the provider to check on a claim.
[AGENT][NEUTRAL] Sure, I can assist you with claims Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the provider you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yes, this is for Baptist Surgery and endoscopy center.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, that would be 02295813. M as in Michael, L as in Louis, number 8.
[AGENT][NEUTRAL] OK, thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, this is I'm [PII] and it's [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, and you say you need eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Uh, it's not OK.
[AGENT][NEUTRAL] OK. I'm so sorry. OK, uh, what is the claim, um, date of service and the amount?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it is the claim for 227-2025. The amount is 13,329.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I don't have a claim for [PII].
[CUSTOMER][NEUTRAL] You don't have it. And the ID number uh I gave you is correct on that.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It is correct, yes. Uh-huh. Let me give you the effective date on this one. it was effective [PII] and it's still active at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I believe we have a fax number here. [PII].
[AGENT][POSITIVE] Yes, that is the correct fast. Mhm.
[CUSTOMER][POSITIVE] OK, so I'll go ahead and fax the claim. Thank you so much. Have a wonderful rest of the day.
[AGENT][NEUTRAL] You as well, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be all for now. You have a wonderful rest of the day. Thank you again.
[AGENT][POSITIVE] OK. You as well, Mr. [PII]. Thank you for calling APL. bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.