AccountId: 011433970860
ContactId: 48ee93fc-a6b3-4fa1-afcc-6acc8708dd27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149339 ms
Total Talk Time (AGENT): 78039 ms
Total Talk Time (CUSTOMER): 51772 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/48ee93fc-a6b3-4fa1-afcc-6acc8708dd27_20250320T12:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with South Miami Hospital. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking, [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][POSITIVE] Good. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to see if you received a claim for a patient.
[AGENT][NEUTRAL] I can help you with that claim status, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] They gave me 019.
[CUSTOMER][NEUTRAL] 60211.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. I sure did.
[CUSTOMER][NEUTRAL] Oh, he just turned [PII].
[CUSTOMER][NEUTRAL] I I just noticed what the date was.
[AGENT][POSITIVE] Uh, it sure is. Wow.
[AGENT][POSITIVE] Happy birthday, [PII].
[AGENT][NEUTRAL] Let's see if we pay that claim for your birthday.
[AGENT][NEUTRAL] After your present.
[AGENT][NEUTRAL] I'm sorry, what is the date of service, please, ma'am?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Uh, [PII], and the total charges for $1,156.
[AGENT][NEUTRAL] Well, [PII], I just can't help you out, buddy. Sorry. We don't have a claim on file for 11-11-2024 for [PII].
[CUSTOMER][NEUTRAL] OK, I didn't think you did. I just wanted to make sure, so we need to file a claim.
[AGENT][NEUTRAL] You can actually fax it, yeah, you can fax it straight to our claims department with the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, do you have a call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And Deb, it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that was it thank you so much for all your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.