AccountId: 011433970860
ContactId: 5c1ce35c-6780-40fb-bf67-237113877666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1577719 ms
Total Talk Time (AGENT): 689620 ms
Total Talk Time (CUSTOMER): 383785 ms
Interruptions: 8
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5c1ce35c-6780-40fb-bf67-237113877666_20250305T15:04_UTC.wav
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[AGENT][NEUTRAL] But not the graciaporapelela or contingusto.
[CUSTOMER][NEUTRAL] And one to a gal.
[AGENT][NEUTRAL] You come up the other.
[CUSTOMER][NEUTRAL] Uh, you yamandoqueo is um relamoseuroseo de pebu pola companer and to say y summit uh tolo pavele he revisandora.
[CUSTOMER][NEUTRAL] Came informacion may informacion quetado practicamente el mas condo.
[AGENT][NEUTRAL] OK, polo questa es no lo questa la persona the process lamo uh gen the polio.
[CUSTOMER][NEUTRAL] A moment of follow a numeral polia is benicino.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sea uve res.
[AGENT][NEUTRAL] yeah.
[AGENT][NEUTRAL] telephone and connect.
[CUSTOMER][NEUTRAL] See it or what you say.
[CUSTOMER][NEUTRAL] Quatro SCA.
[CUSTOMER][NEUTRAL] Quarre Jose.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] In fana immiento so electronico.
[CUSTOMER][NEUTRAL] Cerrocuadoreta minociento esa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Here Delgado, the mire Aroa homemade pontoon.
[CUSTOMER][NEUTRAL] [PII] retreo [PII].
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, I can assist you on is not a processor.
[CUSTOMER][NEUTRAL] 15.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So tuna here.
[CUSTOMER][NEUTRAL] Siodunaidua itao Italian notti lasidula er to go uh lane lo lo loanesthesia tolo vion to over remo eddinotito.
[CUSTOMER][NEUTRAL] look at only go for lasta e for me.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm, no, the mundo favor.
[AGENT][NEUTRAL] OK, oscubio ino Rosaka um loniquetengusel theme is the soul factura.
[AGENT][NEUTRAL] The irujano is the anesthesio.
[CUSTOMER][NEUTRAL] But I eat uh looser.
[AGENT][NEUTRAL] Mmm.
[AGENT][NEGATIVE] No, no, so no demos. OK, condo tenemos condo peros una factura de tajada souna factura de tajadalodigo de they are not prosemiento significa quete jama al thepartamento the billing deludese solaro pide una factura de tajada que contenga informationloros.
[AGENT][NEUTRAL] Estilonton la cantidael the recite podemosus are rescivo para esto uh tenia queeruna fact detajada completa.
[CUSTOMER][NEUTRAL] Um, the peel posa de Roberto you know pue and el fire los documento me and biao don they is estimal.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And look to Mirando re rese pajina has 3 irando loquebio.
[CUSTOMER][NEUTRAL] I all
[CUSTOMER][NEUTRAL] Are you aware of press.
[AGENT][NEGATIVE] to end loss to mirando informacion OK [PII] este informacion nonbio loques de la lode ahmed ame is tour primario yes toes un applica on the beneficios no no queremos or no no samos uneas the beneficio para esta plaza the polisa esto una unapolisa.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So nootrolo que pedos and estajoca paraesta class polisa es una factura de tajada que contenga lorigo de dinostico prosedimentoillo cargos todo vienne de parte de el irujano one anesthesiologo loin and differente coroslo dotin and different um viles so so different noes esto conno and via podemos.
[CUSTOMER][NEUTRAL] And don't say and do the billing lo pedal um er er that I am the er.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Per end I.
[AGENT][NEUTRAL] No, [PII] stratado and violamourunairujia, OK, sto espola irujia.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Lo queneesitamosesquejameal and they say soloeracion Akira una factura de tajada de deirujano.
[AGENT][NEGATIVE] I estologo factura deta de la esthesiologoloqueo loquesecon polia de cancer like er a polia de paga pola sirua que quela queleiso esirujano iranesthesia que de parte de la vesiciolocoilonto emo loqueo pago for quepitali out I mean to benefici de pago so it's a.
[AGENT][NEUTRAL] Evianodore er doctor [PII].
[AGENT][NEUTRAL] porque porque porque radiation chemotherapervasal aloquero.
[CUSTOMER][NEUTRAL] OK, for the hero always 210 and just twoal me Monday um una unformacion de Ia solamente pola oppium.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Correcto el ello pita solamentelopiar cover atelinaiama cover pestles solamentelo pirajunasirujia solamente irujanorala cantida que el bat for susiroj pola que basser.
[CUSTOMER][NEUTRAL] Una, Una.
[CUSTOMER][NEUTRAL] And a loo.
[AGENT][NEUTRAL] See was derequese mafaireal puedeal orasino loque pueda er paralanar seria jamar ippedirqueleben cadauna is a facturastajada.
[CUSTOMER][NEUTRAL] OK, oh OK, I do that Diana of the the the pretalia Sietesia.
[AGENT][NEUTRAL] Deloitan. So goreo manages it tala factura de taja delopitalcommotan.
[AGENT][NEUTRAL] Bait factorajadasirujano moan.
[AGENT][NEUTRAL] Ivan factura de la mota.
[CUSTOMER][NEUTRAL] OK, Monday tadeogena talo pila primeramande que I goo.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Estaques la patolo ok la primera quesa it's a pathology report OK this and me path, OK la primeradocaten ok the pre uh tengo dein.
[CUSTOMER][NEUTRAL] La primera, OK.
[CUSTOMER][NEUTRAL] Anastasia pharmacy.
[AGENT][NEUTRAL] university held a system.
[AGENT][NEUTRAL] OK, so I got me, OK, that's the one documentaquetenaccas university in Miami health system, um, esto seria I mean.
[CUSTOMER][NEGATIVE] Mhm right at all.
[AGENT][NEUTRAL] Luquesona no.
[AGENT][NEUTRAL] The rosimabisita the tienne este el el codigo de dinotico um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I know I said um you know tenemohanna claims paraleplique and traveso leliquelelia momentito porque replica no no maque puedo loqueramohaneesita is sequeloqueciendo acalo tenemos no tiendo pero loqueneesitamo lomirabola persona or a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good thanks how are you?
[AGENT][NEUTRAL] I'm good. Um, I have a Spanish call, so I just need to tell you.
[AGENT][NEUTRAL] And I need to tell them in Spanish because they don't, they don't speak English, um, but I have a situation and I explained to them as this is my knowledge of what we need and what we have and they keep saying you can use that, you can use that, you can use that. So let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is 257-096-3.
[CUSTOMER][NEUTRAL] OK, and the insured's name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and it's the claim that was just sent yesterday?
[CUSTOMER][NEUTRAL] Or completed yesterday?
[AGENT][NEUTRAL] On the, yes, the one that it was completed yesterday. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I guess what was their question?
[AGENT][NEUTRAL] OK, so it looks like we're asking for itemized bill for the surgeon and the anesthesiologist and the hospital stay and all that.
[AGENT][NEUTRAL] OK, so they think that what they send um from, um, you know, I'm looking at the documents uh from you Health, University of Miami Miami Health systems should be sufficient.
[AGENT][NEUTRAL] Um, which I explained to them over and over that this is not an itemized bill, but they keep saying that it is, so I don't know if you can see that and.
[AGENT][NEUTRAL] What else do we need basically, um, is this sufficient? Yes or no?
[CUSTOMER][NEUTRAL] OK, uh, give me just a second to take a look here.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so is there a way I can put you on hold for a moment?
[AGENT][NEUTRAL] OK. Mhm, yes.
[CUSTOMER][NEUTRAL] I'm just gonna check with that adjuster. OK, thanks.
[AGENT][NEUTRAL] OK, yes, mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, you've been the wrong number.
[AGENT][NEUTRAL] 1,530,040.
[AGENT][NEUTRAL] 44.
[CUSTOMER][POSITIVE] OK, so sorry about that. Are you still there?
[AGENT][NEUTRAL] Yeah, yeah, it's OK. Uh-huh.
[CUSTOMER][NEUTRAL] OK, so yes, this does have the um the codes on it. however, the reason why we asked for the itemized bill is because this is like the estimate so before they had their procedure done they provided them with this estimate of charges, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, so this was prior. OK, got you. OK.
[CUSTOMER][NEUTRAL] This was prior to the procedure even happening, so we're not sure that they would have even stuck with the charges or how they would have billed and so we would just need to explain to them we need your itemized bill after your procedure we can't do the one before because technically we don't even know if you even had this procedure done.
[AGENT][NEUTRAL] Gotcha. OK.
[AGENT][NEUTRAL] Done.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] If you, if you had the surgery, yes, OK, there you go. OK. So, yes, that's what I was confused because I did see where it says in Spanish that it's an estimation. So I, I got confused with that word too. I'm like an estimation, what do they mean?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so this is like they like their insurance, you know, when they, you know, they, they estimate what their insurance, hey, we need to have a procedure done. This is the estimate of the costs and whatever, whatever, and then they agree and then they'll do the procedure or not, you know, I mean you don't have, you know, they're not forcing you like so we don't know until after you get that bill after you've already had the procedure done.
[AGENT][NEUTRAL] But OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK, and they did pay, which it does show that they pay on the last, which is the receipt, but we still, we still need the itemized bill after. OK, I'll go ahead and ask them. Yeah, yeah.
[CUSTOMER][NEUTRAL] Right, so this receipt, yeah, needs to be, you know, the, uh, we still need the itemized bill from the provider from the services, and I would ask them too to get the hospital bill as well, um, because they have a facility benefit and so yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Mhm, yeah, I do.
[AGENT][NEUTRAL] Mhm. Yeah. I asked them for the, um, I said that you need to get the 3 of them, like the hospital, the surgeon, and the um anesthesiologist. So it's 3.
[AGENT][POSITIVE] So, OK, uh, OK, I'll go ahead and let him know why we're asking. OK, now I got it clear. OK, thank you so much. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][POSITIVE] Yeah, sure, you're welcome. You too bye bye.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] [PII] de tal [PII].
[CUSTOMER][POSITIVE] Mucha gracia.
[AGENT][NEUTRAL] Hello [PII]. OK, [PII], yeah, uh-huh, see establandola persona is process soreclamotaendo que que esto cubio era una estimacion de loque currio and the sla loquevari.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. So, uh, no, simando resicommoquio curesitamolaura decaridotamosa de que uh paso process ijianqueisquelos dia que pita cuanto pita so to informac bare factura taya de lopita del del irujano either anesthesioloco OK.
[CUSTOMER][NEUTRAL] OK, [PII] a you do like a baboel in here.
[AGENT][NEUTRAL] Correctopoqueto presirujiado presijia so para decutua roses sitamolo papele de pue de la si.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, la la la.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Practicamente commodiharieSS la manerareta de documentcuola aera correta de el documentcuo es una factura detajara connodio de diagnostico i pro demientosoteiae and the paltamento deviline and esita factura detajada cologo de dianotio he promientosando and viamire clamo in cecitos informacion.
[AGENT][NEUTRAL] Um, oleomoquila is oceanbianos de latinoseculoosencomus opia.
[AGENT][NEUTRAL] Perreareta.
[CUSTOMER][MIXED] OK, OK, pero buoylowa yao yamarillo by pero uh he aliado con dentro mimo momento no open se.
[AGENT][NEUTRAL] Comole huntermentereloquelebangara nevalopi levasirujano valore different.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hours.
[AGENT][NEUTRAL] The factura de Tajadalodiodianotico he pro eddimiento de cada uno.
[CUSTOMER][NEUTRAL] OK, I know losumimuss then no in numerclamo or.
[AGENT][NEUTRAL] Oh, no, baselbajotro numerro lara porqueteue professao lomirae dequeloqueta and to lobes or reclamo.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh you know and then then.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so la factura de tajada contine uncommolegentemente contine loquelo corolodigo cuantocorrado cuanto dia pitalial um in to informacpoqueera factura detajada.
[CUSTOMER][NEUTRAL] OK, uh, I give them.
[AGENT][NEUTRAL] So the pandela here mhm.
[CUSTOMER][NEUTRAL] OK, uh, they have a second number but I won't talk about.
[CUSTOMER][NEUTRAL] OK, OK, yes, OK, don't my problem and I say I, uh, yeah, yeah intend them I er, er, don't they well oa o no no don't don't they odo quiri informacion so polisa quebuses sore can complela.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, retroconostafajina with correct.
[CUSTOMER][NEUTRAL] OK, see me a posa come overreno I have about it.
[AGENT][NEUTRAL] OK, OK, so, OK, and, uh-huh, see basu cuenta bao en numero de polia vaster basta incoorazul vael click doveses and esse and numeral polisa.
[AGENT][NEUTRAL] Ibabaja fees to informacion de la poliaqueloquepa cuantopaga cues and requisito total informacanese.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK, um, muchis mahara sentosse informa just say agai is famio of numerrecla.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Dana.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct solamente agalomi moqueiso para este solo vapesao traves unreclamo asinorcommo is so OK.
[CUSTOMER][NEUTRAL] So no fouls in.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Claro simi nombresol.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] See
[CUSTOMER][POSITIVE] Muchisima so OK.
[AGENT][POSITIVE] And then uh gracia.
[AGENT][NEUTRAL] You know [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want.
[AGENT][NEUTRAL] Yes.