AccountId: 011433970860
ContactId: fc0b2135-52c1-428b-bbcb-23cd20254a4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311760 ms
Total Talk Time (AGENT): 75961 ms
Total Talk Time (CUSTOMER): 79446 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/fc0b2135-52c1-428b-bbcb-23cd20254a4e_20250408T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, this is [PII] calling from Mercy Health Clinics, and I'm checking on on claim status. Could you please help?
[AGENT][NEUTRAL] Yes, I can help with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that's [PII] [PII].
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] The policy number is just give me a moment, yeah, that's D as in delta 44504322.
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] First name is [PII], middle initial [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] OK, let me give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have the birth date?
[CUSTOMER][NEUTRAL] Yeah, the birthday is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] And date of service was on [PII].
[AGENT][NEUTRAL] And the bill charges.
[CUSTOMER][NEUTRAL] Will charges is $25 even.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, looks like.
[AGENT][NEUTRAL] Uh, it was received 228-2024.
[AGENT][NEUTRAL] Process 229 2024.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was.
[AGENT][NEUTRAL] Calendar year maximum for outpatient accident treatment is in the emergency room was met.
[AGENT][NEUTRAL] So calendar year maximum was met.
[CUSTOMER][NEUTRAL] Uh, benefits for the maximum has been process.
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[CUSTOMER][NEUTRAL] Benefits for the emergency room treatment, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Has been met. OK, thank you very much. Could you please help me the claim number?
[AGENT][NEUTRAL] Claim number is 3415383.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 383. OK, thank you very much. And could you please help me with your PS mailing address?
[AGENT][NEUTRAL] Uh, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Could you please repeat the zip code once again?
[AGENT][NEUTRAL] Uh zip code is [PII].
[CUSTOMER][NEUTRAL] OK. And could you please help me with the AP limit?
[AGENT][NEUTRAL] It's 180 days after the process date.
[CUSTOMER][NEUTRAL] That it is from.
[CUSTOMER][POSITIVE] Good. OK, thank you very much. Could you please help me with the call reference number?
[AGENT][NEUTRAL] Call reference number it will just be my name [PII] first initial to last name [PII], today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much and have a good day. Bye bye.
[AGENT][POSITIVE] Thank you for calling APL you too.