AccountId: 011433970860
ContactId: d9734c32-9f0e-464b-a710-b801b1b640eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171750 ms
Total Talk Time (AGENT): 55105 ms
Total Talk Time (CUSTOMER): 85674 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/d9734c32-9f0e-464b-a710-b801b1b640eb_20250327T15:43_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is An[PII]How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good morning. This is Ma[PII]nd I'm calling from Palmetto General Hospital to check for claim status. This call is being monitored and recorded.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the claim status, and Marge, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I sorry the callback number that is 46[PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Oh yeah, sure, for policy number that is 01705072. M for Mary, L for Lima, number 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I have patient's name is Wi[PII]Date of birth is Se[PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, data service Se[PII]otal charge is $42,97.77.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment, and that was Se[PII].
[CUSTOMER][NEUTRAL] Which I mean like.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So I'm not showing a claim on file for um Se[PII].
[CUSTOMER][NEUTRAL] OK, thank you. Just to verify, um, the mailing address for claims is at PO[PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you very much for that, and I think all the information needs for this claim. I have the call reference number.
[AGENT][NEUTRAL] Um, so the call reference number would be my name and today's date, and that's An[PII].
[CUSTOMER][POSITIVE] Very good, thank you very much for your help. You do have a great day and bye for now.
[AGENT][POSITIVE] Thank you, Ma[PII]Is there anything else I can help with?
[CUSTOMER][POSITIVE] I know that will be all, thank you.
[AGENT][POSITIVE] Alright, thanks for calling API. Have a great day. Bye-bye.