AccountId: 011433970860
ContactId: 619e972d-9f52-4ece-9a9a-de00719f96c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263529 ms
Total Talk Time (AGENT): 79717 ms
Total Talk Time (CUSTOMER): 89947 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/619e972d-9f52-4ece-9a9a-de00719f96c0_20250304T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. You said your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You spell it. How do you spell it? [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 00, that's quick. And the initial of your last name, [PII].
[AGENT][NEUTRAL] Yes ma'am, and what's your name?
[AGENT][NEUTRAL] Your name is [PII] and the initial for my last name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And mine is [PII]
[AGENT][NEUTRAL] Gee, OK, thank you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] I have a claim that we built and I need to know what the status is.
[AGENT][NEUTRAL] OK, I can help you with claim status [PII]. Can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 01861194MLH.
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] And her birthday is [PII].
[AGENT][NEUTRAL] OK, let me pull up her policy real quick for us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got my logros pulled up. Can you please give me her um date of service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII] for $2,269.
[AGENT][NEUTRAL] OK, and then what was the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] They didn't pay anything. No, they didn't pay anything. They put it to patients deductible, yeah.
[AGENT][NEGATIVE] They did not
[AGENT][NEUTRAL] OK and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull in this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] Uh-huh. Thanks. You are on hold.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you so much, [PII], for holding for me. So looking on data service of [PII], I do not file a claim on file for Milagros for the amount that you have given. No, not for the amount you've given.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, OK, alright, so I guess I have to send it. Let me see APL.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Good, do I send it um fax?
[CUSTOMER][NEUTRAL] Oh, do I send it to the secure APO portal?
[AGENT][POSITIVE] You can do it through the portal that'll be fine.
[CUSTOMER][NEUTRAL] OK, perfect. Is there a reference for the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. You too. Bye bye, ma'am.