AccountId: 011433970860
ContactId: 402152b7-e042-4d35-b79c-c1e74b80cb4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207940 ms
Total Talk Time (AGENT): 87009 ms
Total Talk Time (CUSTOMER): 81552 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/402152b7-e042-4d35-b79c-c1e74b80cb4c_20250314T18:26_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Happy Friday. My name is [PII]. I'm calling from South Miami Hospital. May I have um
[CUSTOMER][NEUTRAL] And the initial of your last name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I'm calling to find that uh claim process that I faxed over.
[AGENT][NEUTRAL] I can verify claim status. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 01861194 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] No, you're fine, go ahead.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have a date of service?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII] for the amount of $2,269.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This process under claim number 356-9334 looks like a benefit amount of $200 paid to the provider on.
[AGENT][NEUTRAL] 228 of 25.
[CUSTOMER][NEUTRAL] 228 or 25, and do you know if it's clear already?
[AGENT][NEUTRAL] Uh, let me see, I would have to send it over to finance. Let me see if I can show in our system.
[CUSTOMER][NEUTRAL] What, what's the check number?
[AGENT][NEUTRAL] The check number is 2030127.
[CUSTOMER][NEUTRAL] And it's a single check?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I would have to, it's not showing on my end, I would have to send it over.
[CUSTOMER][NEUTRAL] Where, uh-huh.
[CUSTOMER][NEUTRAL] Can you tell me what address did you guys send it to?
[AGENT][NEUTRAL] Yes, ma'am. It went to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's the one.
[CUSTOMER][NEUTRAL] And then it should be OK, probably just send them.
[CUSTOMER][NEGATIVE] And the box still are pending to be posted and I wait a little bit longer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a reference number for the call?
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] All right, sweetheart.
[CUSTOMER][POSITIVE] No, have a wonderful rest of your day and a great weekend.
[AGENT][POSITIVE] Thank you for calling American Public Lifely. You have a great weekend as well. Bye-bye.
[CUSTOMER][POSITIVE] Take care