AccountId: 011433970860
ContactId: 2c53aa05-f03f-4185-8e3f-0b527022c4cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156279 ms
Total Talk Time (AGENT): 48568 ms
Total Talk Time (CUSTOMER): 62518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/2c53aa05-f03f-4185-8e3f-0b527022c4cc_20250513T16:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling from a provider's office and I just need to go over a claim with you guys.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how did you pronounce that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Um, yes, give me a second.
[CUSTOMER][NEUTRAL] It is 02462236 M Mary L Larry 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII], and you are needing claim status to go over claim?
[CUSTOMER][NEUTRAL] I just wanna go over the EOB. I want to see if the patient has any patient responsibility cause the EOB does not say it, the one that we received.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] For facility bill?
[CUSTOMER][NEUTRAL] Um, yes, um, it is for.
[CUSTOMER][NEUTRAL] Miami Surgical Center.
[AGENT][NEUTRAL] Yes, ma'am. Whatever is left over will be their responsibility. This is just a secondary policy that coordinates with their primary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so the 75. Alrighty, and I'll take your reference number whenever you're ready.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much for your time.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Alright