AccountId: 011433970860
ContactId: f9722404-f9e1-4dfc-97fd-4aa1a277e722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156509 ms
Total Talk Time (AGENT): 49679 ms
Total Talk Time (CUSTOMER): 43893 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f9722404-f9e1-4dfc-97fd-4aa1a277e722_20250220T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from a provider location to get claim status on a member.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 0246.
[CUSTOMER][NEUTRAL] 1049.
[AGENT][NEUTRAL] Thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the billed out?
[CUSTOMER][NEUTRAL] 302.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim and uh we were unable to pay a benefit as the maximum benefit amount had been met for the state of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was there any discount on this claim or is the full balance patient responsibility?
[AGENT][NEUTRAL] We do not say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um may I have the claim number?
[AGENT][NEUTRAL] Yeah, that is 349-033-3.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, I'm just verify, you did say your name was [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK great thank you.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you, bye bye.