AccountId: 011433970860
ContactId: 0c6c0307-a8d6-4306-9c62-8b1fd2f7ab57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146440 ms
Total Talk Time (AGENT): 55543 ms
Total Talk Time (CUSTOMER): 69570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0c6c0307-a8d6-4306-9c62-8b1fd2f7ab57_20250506T16:31_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from South Miami Hospital. I need your assistance with the claim. How do you spell your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] If you can use it as a reference number as well and today's date we don't provide reference numbers. Can I have a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the initial of your last name?
[CUSTOMER][NEUTRAL] Sure, [PII]. May I have the initial of your last name?
[AGENT][NEUTRAL] Sure, [PII], and what is the policy number of the member that you're calling to check the status of a claim for today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. 02-396-755 ML 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII] her that.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] [PII], for $2,097.
[AGENT][NEUTRAL] Is this for a facility charge?
[CUSTOMER][NEUTRAL] I faxed over the.
[CUSTOMER][NEUTRAL] Yes, I, I faxed it over on [PII].
[AGENT][NEUTRAL] So it looks like
[AGENT][NEUTRAL] Looks like there was a payment made on this claim on [PII] of $500. Would you like the check number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sure. Give me one second. OK. And what's the claim number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The check number?
[CUSTOMER][NEUTRAL] Claim claim number first.
[AGENT][NEUTRAL] 359-3938. It's 3593938.
[CUSTOMER][NEUTRAL] 3, wait, wait, wait. OK, hold on, honey, you're going too fast. 359.
[AGENT][NEUTRAL] 393 8.
[CUSTOMER][NEUTRAL] OK, and then the checking number is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Um, not at the moment, thank you. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.