AccountId: 011433970860
ContactId: 29710c45-843c-4b4e-aa60-ef6fbbb57abb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233679 ms
Total Talk Time (AGENT): 87146 ms
Total Talk Time (CUSTOMER): 96040 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/29710c45-843c-4b4e-aa60-ef6fbbb57abb_20250129T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, you say your name is [PII] or [PII]?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from South Miami Hospital. May I have the initial or your last name?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] I'm calling on a claim. I need to know if you guys received it.
[AGENT][NEUTRAL] Yes, ma'am. I can assist you with claim status. Um first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, policy number is 0160309ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Birthday, [PII].
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] service dates, no, um, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] for 4000.
[CUSTOMER][NEUTRAL] $4,483.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, ma'am. We received that claim on [PII]. The claim processed and paid on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it paid out for $770.64 and I have the claim number here.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] May I have the claim number?
[AGENT][NEUTRAL] Yes, the claim number is 3553129.
[CUSTOMER][NEUTRAL] And is it EFT or is it a check?
[AGENT][NEUTRAL] It's a single check and I have the check number.
[CUSTOMER][POSITIVE] OK. Good.
[AGENT][NEUTRAL] The check number is 2023483.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. All right. Thank you so much. Have a wonderful day.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me double check and see if I mean about anybody else.
[CUSTOMER][POSITIVE] I'm the top patients here.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and also
[CUSTOMER][POSITIVE] Have a wonderful day. Bye-bye. Yes.
[AGENT][NEUTRAL] And also the member do have a new policy number. Um, I can give you that information so you'll have it for future claims.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] The new policy number is 2,544,950 and that's as of [PII].
[CUSTOMER][NEUTRAL] OK. And, and this cost there is still to you guys or to APF to
[CUSTOMER][NEUTRAL] Um, what BA?
[AGENT][NEUTRAL] It'll still go to us for a secondary insurance. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is as of what date?
[AGENT][NEUTRAL] As of [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so much. Have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You do the same,
[CUSTOMER][NEUTRAL] Bye bye.