AccountId: 011433970860
ContactId: 4c3411ad-cb12-4dda-8b98-ba685c99ccba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245699 ms
Total Talk Time (AGENT): 68342 ms
Total Talk Time (CUSTOMER): 94413 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/2025/04/30/4c3411ad-cb12-4dda-8b98-ba685c99ccba_20250430T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from South Miami Hospital. I need, um, hold on [PII].
[CUSTOMER][NEUTRAL] And the initial of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK, I'm calling in regards to a claim that we deal with you guys.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's that policy number of the patient?
[CUSTOMER][NEUTRAL] 15263 A. 0 ML 8.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Birthday, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The service was [PII] for $9,108.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] OK, it looks like that policy terminated in [PII]. Let me see if there's a new one.
[CUSTOMER][NEUTRAL] Oh my God. [PII].
[AGENT][NEUTRAL] Looks like I've got a different policy. Let me get that pulled up.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let
[AGENT][NEUTRAL] OK, and what I'm sorry, what was that date again? Could you give that to me?
[CUSTOMER][NEUTRAL] Sure. It's um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I got several different policies here.
[AGENT][NEUTRAL] Yeah, this policy number, let me give that to you. It's 2473504.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, that's the one I have. I have it. The only thing is they with the wrong one.
[AGENT][NEUTRAL] OK, looks like we processed that, um, received it 4:15, processed 417, and we made a payment of $1000.
[CUSTOMER][POSITIVE] Oh, perfect. And may I have the um
[CUSTOMER][NEUTRAL] The claim number?
[AGENT][NEUTRAL] The claim number is 359-0671.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So you paid $1000 and the check number?
[AGENT][NEUTRAL] That number is 20
[CUSTOMER][NEUTRAL] Oh is there an EFT or?
[AGENT][NEUTRAL] It's a single check, uh.
[CUSTOMER][NEUTRAL] Is it an actual chick?
[AGENT][NEUTRAL] Yeah, actual check. Uh, 203-9477.
[CUSTOMER][NEUTRAL] 77. And it was issued you said what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, you don't show cash yet, right?
[AGENT][NEUTRAL] Uh, let me check.
[AGENT][NEUTRAL] Uh, no, I don't show cash yet.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Is there a reference for the call or no? your name?
[AGENT][NEUTRAL] A reference just my my name and today's date. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, sweetie, that's it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling ATM. You too. Bye-bye.
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][NEUTRAL] Bye-bye.