AccountId: 011433970860
ContactId: 3c0305ba-9775-4669-bd6d-5cf4079c4b93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154539 ms
Total Talk Time (AGENT): 65313 ms
Total Talk Time (CUSTOMER): 61151 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/3c0305ba-9775-4669-bd6d-5cf4079c4b93_20250508T15:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Coral Gables Hospital. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, I'm calling in regards to a claim that was um mailed out to you guys.
[CUSTOMER][NEUTRAL] So I would like to know if you received the claim and the status of the claim.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Um, would it be the 1418169 number?
[AGENT][NEUTRAL] Um, do you see where it says outpatient certificate number?
[CUSTOMER][NEUTRAL] It has 141.
[CUSTOMER][NEUTRAL] Yes, uh, yes, it's 141.
[CUSTOMER][NEUTRAL] 816
[CUSTOMER][NEUTRAL] 9 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the client?
[CUSTOMER][NEUTRAL] The data service is 317. Bill charge is $2,824.63.
[AGENT][NEUTRAL] And 3:17 is that of 2025?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, yes.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file, but just let me advise you that verification of coverage does not guarantee payment of claims, and I'm actually showing the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEGATIVE] Wow, so this policy expired.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and that's what we have on file. OK, thank you.
[AGENT][NEUTRAL] OK, is there anything else I can
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] My last initial is [PII] like [PII], and my name and today's date is your reference number.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Thank you [PII]. You have a great day and that's it. That's all I needed. Thank you. Have a good day.
[AGENT][NEUTRAL] OK. I thank you, [PII], for calling APL. You do the same. Mm bye.