AccountId: 011433970860
ContactId: 1568c34f-cc2a-43be-a827-075fa25f6c1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172399 ms
Total Talk Time (AGENT): 83277 ms
Total Talk Time (CUSTOMER): 72161 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/1568c34f-cc2a-43be-a827-075fa25f6c1c_20250422T20:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. How do you spell your name?
[AGENT][NEUTRAL] [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] Hi, so, my name is [PII]. I'm calling from South Miami Hospital, and I'm calling on a claim. I need to find out if you guys so I don't like it.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02396755 ML 8.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Oh, hard that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wow, [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] The date of service was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For $2,097.
[AGENT][NEUTRAL] 97. OK, let me see if I can find this claim and that was [PII], correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK dokey. Let me see if I got anything pending, nothing pending.
[AGENT][NEUTRAL] Another policy. No, the only policy. Um, we don't have that claim on file.
[CUSTOMER][NEUTRAL] You don't?
[AGENT][POSITIVE] No, we have no claims at all.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] Really? This is billed on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I have no claims on file at all for this number. Let me check. Let me double check that I didn't see anything. Let me see one more time. Making sure I just not, uh, no, there's no claims on file for this number at all.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] I put a night.
[AGENT][NEUTRAL] Do you need an address?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you need a mailing address to submit the claim?
[CUSTOMER][NEUTRAL] Can I have your
[CUSTOMER][NEUTRAL] No, I, I have it and I have your, your fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Strange because I, OK, I'll send it via email, I mean via fax, OK, is there a reference for the call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's date if you would like, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you have a good day bye bye.
[AGENT][POSITIVE] Mm. You're welcome. You as well, Ms. [PII] and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Bye bye.