AccountId: 011433970860
ContactId: 62cfd12e-02c9-4b4d-9db2-a072cd9f7da8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280079 ms
Total Talk Time (AGENT): 104987 ms
Total Talk Time (CUSTOMER): 72735 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/62cfd12e-02c9-4b4d-9db2-a072cd9f7da8_20250421T18:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling to check claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Yes, Coral Gables Hospital.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 54
[CUSTOMER][NEUTRAL] 94.
[CUSTOMER][NEUTRAL] 27 M as in Mary, L as in Larry 7
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]' date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Total amount of the claim is um $10,847.68.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so that's [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you.
[AGENT][NEUTRAL] And for future you can check status online through our website at [PII] and that's just optional. You can always call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And let's see, you're welcome.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, let me look at this. Let me make sure it's your claim.
[AGENT][NEUTRAL] Yes, OK, so it looks like we processed the claim on [PII] and we send a benefit amount of 2500.
[AGENT][NEUTRAL] Um, the 2500 is the maximum outpatient benefits for the calendar year.
[AGENT][NEUTRAL] So with that payment, the benefit was exhausted.
[CUSTOMER][NEUTRAL] OK, you said 202,500?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me 1 2nd.
[CUSTOMER][NEUTRAL] Alright, so we did receive that payment from you guys. Do you have the um check number?
[AGENT][NEUTRAL] Um, yes, the check number is 203.
[AGENT][NEUTRAL] 2534.
[CUSTOMER][NEUTRAL] And was that um pay in a bulk amount or single check?
[AGENT][NEUTRAL] It's, it's a single check, a paper check.
[CUSTOMER][NEUTRAL] And what was the date on the check?
[AGENT][NEUTRAL] The same as the process date, which is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright thank you. Do you have a reference number for me?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Uh, and what's your first name again?
[AGENT][NEUTRAL] You need to spell it?
[AGENT][NEUTRAL] Yeah, sure. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you have a good day.
[AGENT][POSITIVE] You're welcome. You are soon. Thank you for calling APR. Have a good week, Mr. [PII] You're welcome.
[CUSTOMER][POSITIVE] Thank you.