AccountId: 011433970860
ContactId: 43b8dd2d-9bc3-46f7-aabd-7c6c487abe1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161899 ms
Total Talk Time (AGENT): 94458 ms
Total Talk Time (CUSTOMER): 53270 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/43b8dd2d-9bc3-46f7-aabd-7c6c487abe1d_20250430T19:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APU. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and I'm calling from South Miami Hospital. I just need to see if you guys received this claim from us.
[AGENT][POSITIVE] OK, I'd be glad to help you. [PII], go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 1,581,960, M Mary, L Larry, the number 8.
[AGENT][POSITIVE] Alrighty thank you so much for all the information [PII] while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, looks like [PII] is the insured on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Correct. 323 to 328 2025.
[AGENT][NEUTRAL] Data service
[AGENT][NEUTRAL] 323328, 25, 2025. OK, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, let's see what I have.
[CUSTOMER][NEUTRAL] You're looking for 59,702.
[AGENT][NEUTRAL] Alright, I don't see anything paid for 2025 yet, so let me go and look to see if there's anything here in line, and there is not. So tell me how you sent it, where you sent it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, I'm sure the biller sent it, uh, electronically, but what's the fax number over there?
[AGENT][NEUTRAL] OK, I'll go ahead. OK, yeah, go ahead and fax it and put attention claims medical department.
[CUSTOMER][NEUTRAL] I'll fax it myself.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our fax number will be 1877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and make sure you are putting in, get in the original claim along with the primary ELB as we are just the supplemental plan, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, exactly. How do you spell your name, dear?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] My name is spelled [PII], and is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yes, [PII], you have been a blessing. Thank you very much. I hope you have a great evening.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You as well, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you again. Bye-bye.