AccountId: 011433970860
ContactId: f5d29ac3-8da8-4273-9399-a219aa526c86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181619 ms
Total Talk Time (AGENT): 80609 ms
Total Talk Time (CUSTOMER): 57570 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f5d29ac3-8da8-4273-9399-a219aa526c86_20250319T20:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry I missed your name.
[AGENT][NEUTRAL] I'm sorry, it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial, excuse me, is [PII] blue. I'm calling in regards to a patient's claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] 2507096
[AGENT][NEUTRAL] 2507. What was the rest, I'm sorry.
[CUSTOMER][NEUTRAL] 2507096
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Um, it's [PII] and total charges for $2,523.
[AGENT][NEUTRAL] Thank you. Let me one moment, [PII], I mean Ms. [PII].
[AGENT][NEUTRAL] OK, and while I'm looking at up claim information, let you know we do have an online service center where providers can check claim status as well as print out the ELB. That site is at [PII]. And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, Ascension All Saints Hospital.
[AGENT][POSITIVE] OK, thank you, ma'am, a moment.
[AGENT][NEUTRAL] OK, I'm trying to claim process as counting your maximum on diagnostic services has been met.
[CUSTOMER][NEUTRAL] OK, so since the patient?
[CUSTOMER][NEUTRAL] So his benefits have been exhausted, OK.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEGATIVE] But I had somebody just call and they were like we gotta file an appeal, but I'm like not with benefits exhausted man there's no way.
[AGENT][NEUTRAL] I mean, you can, you, you, you can.
[CUSTOMER][NEGATIVE] That's not gonna happen, but it's not gonna make a difference.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Well, I'm not gonna waste my time. That's why I called.
[AGENT][NEUTRAL] Well, you'd be surprised at how many people will still do it though anyway. They'll say, well, I'll send an appeal.
[CUSTOMER][NEUTRAL] Oh my god, I think that is.
[CUSTOMER][NEUTRAL] Yep, do you have a call reference number?
[AGENT][NEUTRAL] Uh, if you like, you can use my name at today's date.
[CUSTOMER][POSITIVE] Awesome I appreciate your help you have a great rest of your day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.