AccountId: 011433970860
ContactId: 68c7102b-3e8e-4f59-a06b-3d35b7f5d96c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209979 ms
Total Talk Time (AGENT): 85587 ms
Total Talk Time (CUSTOMER): 112861 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/68c7102b-3e8e-4f59-a06b-3d35b7f5d96c_20250408T14:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good day [PII]. My name is [PII]. I'm with Boca Raton Regional Hospital. I'm checking on a claim status. How are you?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm blessed thank you. Do me a favor and spell your name for me to make sure I spell it right.
[AGENT][NEUTRAL] Yes, it is spelled [PII]
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][NEUTRAL] And I'll go you're welcome and I'll go ahead and give you that uh the call reference as well. It would be my first name, last initial of H and today's date.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you alright.
[AGENT][NEUTRAL] And may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII] that's direct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the patient's ID number policy number is 01957061.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII], [PII]. Date of birth.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for status. May I please have that date of service and total bill?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] total bill was 40,336,0035 cents.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secured portal which is [PII] and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is for the date of service of [PII]. No claim is listed on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Say what? Hold on one moment. OK, now I y'all are primary or secondary for this patient.
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so I haven't gotten it. Let me verify your mailing address before I send another one because sometimes they have the address in [PII]. We got [PII]. Is that correct?
[AGENT][NEUTRAL] No, are you ready for the correct information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, do you have a fax number I can fax it over?
[AGENT][NEUTRAL] Yes, are you ready for the fax number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great, alright, other than that I'll send it over with the EOB for the primary.
[AGENT][NEUTRAL] Yes, and you can put that fax attention claims department.
[CUSTOMER][NEUTRAL] Claims department will do. Oh, I just need a reference number now for our call. Oh, you gave me your name, right? OK, that's right. Alright, alright, still early. uh, thank you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, the reference number.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh, I understand. Thank you so much, Mr. [PII] for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you ma'am alright alright alright OK then thank you mhm.