AccountId: 011433970860
ContactId: 3b831661-14f0-44af-b4a5-e9f38385efb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155699 ms
Total Talk Time (AGENT): 33681 ms
Total Talk Time (CUSTOMER): 66167 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3b831661-14f0-44af-b4a5-e9f38385efb4_20250410T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. You said [PII]? Is that what you said?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from South Miami Hospital. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, thank you. I need to check out and see if you received the claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Ma, ma'am.
[CUSTOMER][NEUTRAL] Sure. [PII]. May I have the initial of your last name?
[AGENT][NEUTRAL] Oh, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] 02460300 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] [PII], uh birthday is [PII].
[AGENT][NEUTRAL] OK, and you said claim status, is that right?
[CUSTOMER][NEUTRAL] Yes, yes. For [PII].
[AGENT][NEUTRAL] What was the date?
[CUSTOMER][NEUTRAL] Of [PII] for 1 for $7,223.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I have a claim for 150.
[AGENT][NEUTRAL] I don't have one for the dollar amount.
[CUSTOMER][NEUTRAL] No, it's a 7000.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. I guess I'll be faxing it over.
[AGENT][NEUTRAL] Just one more.
[AGENT][NEUTRAL] Yeah, I don't have a claim for that date of service with that dollar amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] Uh, you guys don't give references calls, right?
[AGENT][NEUTRAL] Uh, no, just my name and today's date is the reference number.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good evening.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.