AccountId: 011433970860
ContactId: 271f1912-57a7-4109-9ffd-8a9464106f97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190960 ms
Total Talk Time (AGENT): 82918 ms
Total Talk Time (CUSTOMER): 65498 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/271f1912-57a7-4109-9ffd-8a9464106f97_20250501T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I am calling in regards to a general claim status for an account.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the
[CUSTOMER][POSITIVE] And I do apologize. How do I spell your name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] How do I spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Oh sorry, thank you.
[AGENT][NEUTRAL] No, you're fine. Um, do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number I have is 0.
[CUSTOMER][NEUTRAL] Sorry, 02126470 M Mary L Lima number 7.
[AGENT][NEUTRAL] Got it and what was the name and date of birth for this member, please?
[CUSTOMER][NEUTRAL] Name and date of birth is [PII].
[AGENT][NEUTRAL] Did you have that date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII] and the bill amount I have is $19,568.13.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] OK, so I will let you know that this member's policy terminated [PII], um, and I did just check he did not have any other active policies during that date of service. Do you still want me to see if the claim has been received?
[CUSTOMER][NEUTRAL] Yeah, just, yeah, just so I can put that information in like the claim number and the receive date and then I can change it too.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Is this uh HCA Florida Northside Hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, so we did receive this claim and of course we were unable to pay benefit as the services were rendered after coverage was terminated. I've got that claim number whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] That is 357 4.
[AGENT][NEUTRAL] 676.
[CUSTOMER][NEUTRAL] OK, and then the received date.
[AGENT][NEUTRAL] That was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] And then member policy terms.
[CUSTOMER][NEUTRAL] [PII]. Alright, thank you and reference number for today's call?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] No, that'll be it for me.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.