AccountId: 011433970860
ContactId: 7c565dff-78c2-4f1d-8029-d66adb2027a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242839 ms
Total Talk Time (AGENT): 104348 ms
Total Talk Time (CUSTOMER): 110950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/7c565dff-78c2-4f1d-8029-d66adb2027a4_20250129T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. Hi. I'm calling from uh South Miami Hospital. And I have a claim that we submitted uh for uh secondary. Uh, just wanna check to see if you received it.
[AGENT][NEUTRAL] OK, I'm happy to check claim status. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number.
[CUSTOMER][NEUTRAL] Is 01841849 MLB.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. It's under the baby, which is [PII]. Date of birth is [PII]. I know I messed that one up.
[AGENT][NEUTRAL] Sorry, don't worry about it. Uh, what is the data service that we're looking for?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The service is 11 83 1112 2024. The bill amount is 40,0812, and we're looking for the patient responsibility of 2,059 with 20.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so looks like we did receive the claim. Let me get the date here. One moment.
[AGENT][NEUTRAL] A claim was received on [PII] and it looks like a benefit payment was sent in the amount of $2,059.20. Uh, this was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and it was sent to the provider or the member?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, it was sent to the provider. Let me pull the check up. I'll verify that.
[AGENT][NEUTRAL] Uh, sent to South Miami Hospital. It looks like [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. And what's my check, uh, number?
[AGENT][POSITIVE] Check number is 2018643. It does still show outstanding.
[CUSTOMER][NEUTRAL] Outstanding, so it's probably, who knows, it's probably behind. And that was the total amount of the check or um it was for one payment or it was a bulk?
[AGENT][NEUTRAL] So this was a single check payment.
[CUSTOMER][NEUTRAL] OK, so single check, check number, the [PII], God only knows. and the check number. OK. What is um my reference number if you don't mind, and your name? I forgot to write it down.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK. Yeah, call reference is actually my name with my last initial than today's date. My name is [PII], which is [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK, and then today's date 21, 0 my god, we're like already over and just.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I know, can you believe February is like this week?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I'm like, what the hell? Did I like go to sleep and just wake up and it's February?
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] I know, I feel the same way.
[CUSTOMER][NEUTRAL] Well, last year it was a blur.
[AGENT][NEUTRAL] Mhm, I hear.
[CUSTOMER][NEUTRAL] The whole year was a blur. It's like, what the?
[CUSTOMER][POSITIVE] It's going faster and faster, only because they're getting older and older.
[AGENT][POSITIVE] Exactly. That is exactly it, yes.
[CUSTOMER][POSITIVE] All right, sweetheart. Thank you so much for your help. Uh, have yourself a rest of a wonderful day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] [PII]