AccountId: 011433970860
ContactId: e4ca4d2a-b891-4b1f-babe-c15c7ae03e53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141970 ms
Total Talk Time (AGENT): 57788 ms
Total Talk Time (CUSTOMER): 47091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e4ca4d2a-b891-4b1f-babe-c15c7ae03e53_20250528T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Newbury County Memorial Hospital.
[CUSTOMER][NEUTRAL] I have a question about a claim that processed.
[AGENT][NEUTRAL] OK, well, I can definitely help you with your claims questions. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, that's [PII]. That is direct and the policy number is 02609280.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that's [PII] Date of birth is [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 and the total bills or the claim number?
[CUSTOMER][NEUTRAL] Uh, let me see if I have a claim.
[CUSTOMER][NEUTRAL] Claim number is 359-7934.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm showing the claim, um, well, we paid out on the claim a total of $75. And what question did you have?
[CUSTOMER][NEUTRAL] My question is, is the balanced patient responsibility?
[AGENT][NEUTRAL] So we don't determine patient responsibility because we're not a major medical. So it's whatever your your policies are on outstanding remaining balances.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great and uh [PII], is there a reference number for our call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Great thank you very much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII] and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Uh no, not at all, thank you.
[AGENT][POSITIVE] You're welcome have a good day bye bye.