AccountId: 011433970860
ContactId: 7a5cffa5-8791-4316-9bfd-ce439106a53f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473940 ms
Total Talk Time (AGENT): 122441 ms
Total Talk Time (CUSTOMER): 95671 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/7a5cffa5-8791-4316-9bfd-ce439106a53f_20250521T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I am calling from HCA Florida Kendall Hospital. Have a claim that I am calling for claim status, please.
[AGENT][POSITIVE] Sure, I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII], and that's a direct line.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 01988945 M for Mike L for Lima 7
[AGENT][POSITIVE] OK, thank you so much, give me one moment while I pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh yes, patient's name is [PII], and the last name is spelled [PII] Date of birth, [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're just needing eligibility?
[CUSTOMER][NEUTRAL] Uh, claims, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] I do a single date for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the total bill amount, do you know?
[CUSTOMER][NEUTRAL] Uh-huh, uh, yeah, it's, uh, 195,000 $828.30.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Give me just a moment while I look that up for you.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, and would you like the claim number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 360.
[AGENT][NEUTRAL] 3814.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] It looks like we received that claim on [PII].
[AGENT][NEUTRAL] It was processed on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Give me one moment on the process date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see. I am showing that it is paid.
[AGENT][NEUTRAL] It looks like we paid for this, uh, in the amount of $2,389.22.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and with that payment of the check, the the policy maximum for that benefit has been met.
[CUSTOMER][NEUTRAL] [PII] and that and by chance would you happen to have any of the payment details available?
[AGENT][NEUTRAL] It looks like it was given as an electronic payment. Let me see, let me verify that real quick because I don't have a check number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] OK, I'm so sorry for that um it is showing that it's being paid, but it is still processing, so the payment may be different, um, yes, I'm so sorry to have mentioned that earlier, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It looks like it's here it's still processing today, so we have, we, we have not sent over any anything yet.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] OK, so it was received on on [PII] and it's set to pay but no payment has been released, is that correct?
[AGENT][NEUTRAL] Correct, ma'am. I would call back, um, maybe tomorrow and see if it's finished processing. Um, payment checks typically generate overnight, so it should be available by tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] By tomorrow? OK, not a problem. Thank you so much, uh, for this information and, uh, before we go, are you able to provide a call reference number for our call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial, so [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] In today's date. Got it, [PII], thank you again for your help, and I do hope you have a great rest of your day.
[AGENT][POSITIVE] I hope you have a great day too. Thank you for calling ATL.
[CUSTOMER][POSITIVE] You're welcome thanks bye bye.