AccountId: 011433970860
ContactId: 4cd7fc67-e608-439a-81cf-591f98438ffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206289 ms
Total Talk Time (AGENT): 78861 ms
Total Talk Time (CUSTOMER): 79473 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4cd7fc67-e608-439a-81cf-591f98438ffa_20250520T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from West Kendall Baptist Hospital to see if you have received our claim.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have the policy number?
[CUSTOMER][NEUTRAL] 01972388 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] It's $2,956. This claim was faxed on [PII]. That's why I was calling because it's not showing up on the portal yet.
[AGENT][NEUTRAL] OK, so thank you for verifying that. Let me get this pulled up.
[AGENT][NEUTRAL] This process under claim number 3602433. It looks like a benefit amount of $477.26 processed to the provider.
[AGENT][NEUTRAL] This claim processed on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So you should be able to enter that claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim number, yeah.
[CUSTOMER][NEUTRAL] Let me see if I can let me go in.
[CUSTOMER][NEUTRAL] I still have the portal up.
[CUSTOMER][NEUTRAL] Bar guidance
[CUSTOMER][NEUTRAL] No, it's not coming up. 3602433.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, let me try again.
[CUSTOMER][NEUTRAL] 47 1979.
[CUSTOMER][NEGATIVE] Nope, not coming up.
[AGENT][NEUTRAL] I can fax this over to you if you like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] May I have your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Attention [PII].
[AGENT][NEUTRAL] OK, I have [PII]. Attention, [PII]. I'll fax this right over.
[CUSTOMER][NEUTRAL] OK great thank you um may I have a call reference number?
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all thank you so much.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.