AccountId: 011433970860
ContactId: 2e163303-308d-46a6-b114-b82e7ed4b484
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177119 ms
Total Talk Time (AGENT): 58905 ms
Total Talk Time (CUSTOMER): 58484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/2e163303-308d-46a6-b114-b82e7ed4b484_20250613T17:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with South Miami Hospital. I need to verify to see if you received a claim from us.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please if disconnected?
[CUSTOMER][NEUTRAL] Correct. [PII].
[AGENT][POSITIVE] Thank you so much. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02216519 M [PII] L Larry, the number 7.
[AGENT][POSITIVE] Thank you very much, one moment please.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and you're calling to check receipt of a claim. I can assist you with that. What is the date of service and total charge amount please?
[CUSTOMER][NEUTRAL] The service was [PII] and the claim amount was 61,410.
[AGENT][NEUTRAL] And can you give me that date range again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, almost done. One moment.
[CUSTOMER][POSITIVE] Sure, sure, no problem.
[AGENT][POSITIVE] OK, thank you so much for your patience with me. We received the claim and a payment was made in the amount of $112.49.
[CUSTOMER][NEUTRAL] OK, when was that?
[AGENT][NEUTRAL] The claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] I need to check number and a booking, OK?
[AGENT][NEUTRAL] Single check number is 204-8628.
[CUSTOMER][NEUTRAL] OK. And what is that claim number, hon?
[AGENT][NEUTRAL] 360
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] I'm sorry, 360.
[CUSTOMER][NEUTRAL] I'm sorry, those 30?
[AGENT][NEUTRAL] 3609771.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's all I needed. Thank you so very much. It's been a pleasure talking to you.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you [PII] for calling APL. Take care. Thank you, bye bye.
[CUSTOMER][POSITIVE] Have a great day and a great weekend. Bye.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Mm thanks.