AccountId: 011433970860
ContactId: f1c77a4c-6a8b-4ee1-8d4a-cfb6798908df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285399 ms
Total Talk Time (AGENT): 79348 ms
Total Talk Time (CUSTOMER): 56861 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f1c77a4c-6a8b-4ee1-8d4a-cfb6798908df_20250514T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm calling from Baptist Medical Center South, and I'm calling to check claim status.
[AGENT][NEUTRAL] Sure, I can help you with claim status. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it's 1430034.
[AGENT][NEUTRAL] One moment, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get the patient's first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you needed claim status correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the total amount that was charged?
[CUSTOMER][NEUTRAL] It's 600
[CUSTOMER][NEUTRAL] Is the total amount of the claim is $699.15.
[AGENT][NEUTRAL] OK, one moment while I pull that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just double checking to make sure that I have the right one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was for $699.15?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] I'm not showing anything for that.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Um, one moment. Let me double check.
[CUSTOMER][NEUTRAL] Let me verify
[AGENT][NEUTRAL] Um, and I can say, um, this particular policy was effective on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it lapsed on [PII], so you might want to call the patient as well and see if she has an updated um policy.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK. So it's time, so she, it wouldn't have been in effect.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] On this data service.
[AGENT][NEUTRAL] Right, because the date of service was this year, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Yeah, and this this particular policy lapsed in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, well thank you so much and may I get a reference number for the call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We don't have reference reference numbers, but you can use my name and my last initial which is H as in hospital, in today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you so much and you have a good day.
[AGENT][POSITIVE] OK. Alright, thank you. You have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.