AccountId: 011433970860
ContactId: dc0b67ad-8854-404e-9cc7-e579af453a17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157050 ms
Total Talk Time (AGENT): 48947 ms
Total Talk Time (CUSTOMER): 45137 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/dc0b67ad-8854-404e-9cc7-e579af453a17_20250415T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm with Piedmont Mountainside Hospital trying to check claim status on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] and that's the direct line.
[AGENT][NEUTRAL] OK, thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02576409.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, did you say claim status?
[CUSTOMER][NEUTRAL] Yes, claim status.
[AGENT][NEUTRAL] OK, and what was the date of service?
[CUSTOMER][NEUTRAL] Data service is gonna be [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] It's gonna be $48,966.11.
[AGENT][NEUTRAL] OK, it looks like we received it 326-2025.
[AGENT][NEUTRAL] Uh, process 41-2025.
[AGENT][NEUTRAL] And see once.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, it looks like the calendar year maximum has been met for outpatient facility, um.
[AGENT][NEUTRAL] So hospital services performed in an outpatient facility, freestanding outpatient surgery center. It's been met for the year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you happen to have the claim number?
[AGENT][NEUTRAL] Yes, it's 3583236.
[CUSTOMER][NEUTRAL] So essentially you pay nothing, correct?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And then [PII], can I just have a reference number for today's call?
[AGENT][NEUTRAL] A reference number is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help this morning, [PII]. I hope you enjoy the rest of your day.
[AGENT][POSITIVE] Thank you for calling APL you as well.