AccountId: 011433970860
ContactId: ffa0919e-91b6-44c2-994d-1624f82f72b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164600 ms
Total Talk Time (AGENT): 78955 ms
Total Talk Time (CUSTOMER): 35608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ffa0919e-91b6-44c2-994d-1624f82f72b3_20250318T15:44_UTC.wav
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[AGENT][POSITIVE] Good Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to check the status of a claim.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] [PII], thank you. And a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number on the, for the patient?
[CUSTOMER][NEUTRAL] It is 02540092.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's going to be.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that claim status for [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] Gonna be [PII].
[AGENT][NEUTRAL] And the billed amount?
[CUSTOMER][NEUTRAL] $773.
[AGENT][NEUTRAL] I'm checking on that, bear with me.
[AGENT][NEUTRAL] Got a lot of claims for that data service. Here's one for 773. Let me check that.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Sorry, what was that? I couldn't hear you.
[AGENT][NEUTRAL] The facility name.
[CUSTOMER][NEUTRAL] Hospital physician services Southeast.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII], we did receive that claim on [PII].
[AGENT][NEUTRAL] Claim was processed on [PII].
[AGENT][NEUTRAL] The claim was denied.
[AGENT][NEUTRAL] As this policy provides no benefits for charges made by a doctor for inpatient.
[AGENT][NEUTRAL] Visits.
[AGENT][NEUTRAL] Would you like that claim number?
[CUSTOMER][NEGATIVE] No benefits for inpatient, sorry.
[AGENT][NEUTRAL] For doctor's visits, for doctor's charges for inpatients, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yeah, I'll take the claim number.
[AGENT][NEUTRAL] The claim number is 353-6821.
[CUSTOMER][NEUTRAL] OK, and then I think I'm all set besides the reference number.
[AGENT][NEUTRAL] Reference number is my name and today's date. My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with that claim status. Anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's all, thanks.
[AGENT][POSITIVE] Thank you for calling APL have a wonderful day.
[CUSTOMER][NEUTRAL] Bye.