AccountId: 011433970860
ContactId: f8898fd1-e651-42a1-a377-c06528eff643
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181050 ms
Total Talk Time (AGENT): 73378 ms
Total Talk Time (CUSTOMER): 68951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f8898fd1-e651-42a1-a377-c06528eff643_20250121T17:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Baptist Outpatient Services. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] 3, good.
[CUSTOMER][NEUTRAL] 5349.
[CUSTOMER][NEUTRAL] And it's [PII], right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Thank you. I need to check status on the claim, please.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It is uh policy number 01813073.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is uh [PII].
[CUSTOMER][NEUTRAL] [PII] region, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her account and you did say you were calling for status today?
[CUSTOMER][NEUTRAL] The claim status. Yes, please.
[AGENT][NEUTRAL] And what is the data service you're checking?
[CUSTOMER][NEUTRAL] Data service is 122. 24 in the amount of uh $2,633.
[AGENT][NEUTRAL] 122 24.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And the total bill one more time I'm sorry.
[CUSTOMER][NEUTRAL] Total bill 2,633.
[AGENT][NEUTRAL] OK, I do show the claim was received. It looks like it did pay on [PII]. Uh, it shows $1,288.50 was paid to the provider.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um, I'm sorry, it was paid when on November?
[AGENT][NEUTRAL] January, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, and how much did you pay again?
[AGENT][NEUTRAL] $1,288.50.
[CUSTOMER][POSITIVE] Wonderful. Do you happen to have a claim number and a check number, please?
[AGENT][NEUTRAL] Yes ma'am, I sure do. The check, I'm sorry, the claim number is 355.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 0464.
[AGENT][NEUTRAL] The check number is 2022326.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII] and you have a wonderful rest of the day.
[AGENT][POSITIVE] You're welcome, [PII]. You too. You have a wonderful day and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.