AccountId: 011433970860
ContactId: d72d063f-14d8-4215-b28d-beb85dd07be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135649 ms
Total Talk Time (AGENT): 47067 ms
Total Talk Time (CUSTOMER): 63669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d72d063f-14d8-4215-b28d-beb85dd07be0_20250605T19:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. This is [PII] from Baptist Hospital in [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, Ms. [PII], and yourself?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Good, thank you. I have a uh quick question on the claim, please, to see if you guys have received this for payment on the patient.
[AGENT][NEUTRAL] OK. I can verify claim status for you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, 250-567-4.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] And I apologize. Give me that number one more time to make sure I have it correct.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] No, I'm sorry, the policy number, please.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, 250-5674?
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Yes, [PII] of this year, amount of the charge $5,152.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] We have a balance here um for 2,62752 from you guys.
[AGENT][NEUTRAL] OK, I show that claim process as outpatient benefit has max for the calendar year.
[CUSTOMER][NEUTRAL] OK. Perfect. Um, is there a claim number, please?
[AGENT][NEUTRAL] Uh, yes, ma'am. It's 359-1957.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. Have a great day.
[AGENT][POSITIVE] Alright, you're welcome. You too, Ms [PII]. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye-bye. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Over here.