AccountId: 011433970860
ContactId: 431f7982-6904-41d1-b872-9b3be8899739
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125230 ms
Total Talk Time (AGENT): 48952 ms
Total Talk Time (CUSTOMER): 43868 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/431f7982-6904-41d1-b872-9b3be8899739_20250128T15:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from West Kendall Baptist Hospital, and I'm calling on a claim.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] 0 yeah 02549425 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges for the client.
[CUSTOMER][NEUTRAL] 925 2024 for $19,691.
[AGENT][NEUTRAL] You said that was 9-25-2024?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Um, how was it submitted?
[CUSTOMER][NEUTRAL] Paper.
[AGENT][NEUTRAL] OK. Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] Um, no, I'm sure we have it.
[AGENT][NEUTRAL] OK, and clients can also be faxed in and we have a pair ID.
[CUSTOMER][NEUTRAL] Yes, ma'am, I have that.
[CUSTOMER][NEUTRAL] OK, may I have a call reference number please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um it's Evie spelled E V I E, last initial [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] No thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.