AccountId: 011433970860
ContactId: e82b6faa-6158-42a7-86e0-2b32e13e2680
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216759 ms
Total Talk Time (AGENT): 93610 ms
Total Talk Time (CUSTOMER): 70376 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e82b6faa-6158-42a7-86e0-2b32e13e2680_20250519T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name, my name is [PII] with Bati, and I need assistance with claim status.
[AGENT][POSITIVE] Sure, I can check on a claim for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK thank you and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then do you have the policy number?
[CUSTOMER][NEUTRAL] 1480429 ML 7.
[AGENT][NEUTRAL] Got it and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] for [PII].
[AGENT][NEUTRAL] That was OK, so that was uh [PII] even?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Got it. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you did say that beginning date that was [PII], correct?
[AGENT][NEUTRAL] I'm sorry, [PII]. I apologize. No, no, no, that was my fault. Sorry, I'm still not with it today. Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] No, [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and the provider is this was, uh, this is Baptist Health Medical Group?
[CUSTOMER][NEUTRAL] Physicians, yes.
[AGENT][NEUTRAL] OK, one moment, I do believe I found it.
[AGENT][NEUTRAL] OK, yes, so I did find this claim, uh, we were unable to pay a benefit as the members inpatient benefit for the calendar year has uh met its maximum.
[CUSTOMER][NEUTRAL] Oh, Mrs. [PII].
[AGENT][NEUTRAL] Correct, and if you'd like I can send you a copy of this EOB, yes, uh, that, so that would have been for [PII] for this state of service.
[CUSTOMER][NEUTRAL] OK, uh, for the year, you said for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. No, it's OK when you with your details. Can you provide me with a reference number to update the account?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, uh, that would just be my first name, last initial, and today's date, and so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, just to clarify, when you, when you be telling me this, uh, that's gonna be patient responsibility, yes?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So we don't say what is patient responsibility that would be up to the provider.
[CUSTOMER][POSITIVE] To the provider. OK, OK. Thank you very much for your help. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you