AccountId: 011433970860
ContactId: 629919b1-43c9-4897-9ab1-fd5bc2c1ee08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230289 ms
Total Talk Time (AGENT): 87402 ms
Total Talk Time (CUSTOMER): 111652 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/629919b1-43c9-4897-9ab1-fd5bc2c1ee08_20250422T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon, [PII]. My name is [PII]. I'm calling from Broward Health and Medical Center. I was calling to check the status on a claim.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have that uh policy number?
[CUSTOMER][NEUTRAL] 149
[CUSTOMER][NEUTRAL] So you'll have to
[CUSTOMER][NEUTRAL] Yes, it's um 025.
[CUSTOMER][NEUTRAL] 40133
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII] and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, data services [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Yes, total charge amount is $3,179.40.
[AGENT][POSITIVE] Got it thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] not
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII]. We were unable to pay a benefit, excuse me, um, as this policy provides no benefits for the treatment of conditions other than a sickness or an injury.
[CUSTOMER][NEUTRAL] So the policy only covers sickness or injury?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you guys are a supplement correct?
[AGENT][NEUTRAL] Uh, secondary medical, but yes, it is uh supplemental.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, let me see here.
[AGENT][NEUTRAL] Did you need a copy of the EOB by chance?
[CUSTOMER][NEUTRAL] I was trying to
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See what uh do you have a fax number?
[CUSTOMER][NEUTRAL] Can we get that faxed over?
[AGENT][NEUTRAL] Of course, yeah, what was that fax number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 954.
[CUSTOMER][NEUTRAL] 847.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 458 3
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Uh-huh, go ahead.
[CUSTOMER][NEUTRAL] And, and just to make sure.
[CUSTOMER][NEUTRAL] 10 minutes or so, OK, um, you guys did receive the primary EOB with the UBO4.
[AGENT][NEUTRAL] Um, I don't, I believe so. It wouldn't have been able to process otherwise or it would have said that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. Alright, just just making sure.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, do you have a reference number?
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. And so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] All right, perfect. Thank you again, [PII], for your um help on this, and you have a good day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mm bye-bye.