AccountId: 011433970860
ContactId: 7efeaf67-e2bf-4a02-992f-becce1874a46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225160 ms
Total Talk Time (AGENT): 111355 ms
Total Talk Time (CUSTOMER): 47291 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7efeaf67-e2bf-4a02-992f-becce1874a46_20250324T15:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from West Kendall Baptist Hospital on a claim.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, that would be 01611789 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Do you have a date of service or claim number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $12,280.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment.
[AGENT][NEUTRAL] This processed under claim number 3549404 looks like a benefit amount of $250 processed to the provider.
[AGENT][NEUTRAL] This claim processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah, I was looking at the portal and I saw that.
[CUSTOMER][NEUTRAL] Is this um
[CUSTOMER][NEUTRAL] Was this included in a bulk check or is this a single check?
[AGENT][NEUTRAL] No, it's a single check.
[CUSTOMER][NEUTRAL] OK, do you show it cleared?
[AGENT][NEUTRAL] I would have to send that over to the finance department.
[AGENT][NEUTRAL] Uh, let's see if I have any updates on this one.
[AGENT][NEUTRAL] It doesn't have any updates, so I would have to send it over to the finance department to see if this one has cleared.
[AGENT][NEUTRAL] And it will take 24 to 48 hour turnaround on that before we have an update on this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me verify the address we sent it to.
[AGENT][NEUTRAL] It went to [PII]. Is that the correct address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So, I'll send this over to finance. They'll give me an update in 24 to 48 hours, and if you like, you can give us a call back and we can give you a copy of this cleared or canceled check. If not, we can stop paying and reissue.
[CUSTOMER][NEUTRAL] OK, thank you. May I have a call reference number please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.