AccountId: 011433970860
ContactId: 82e768a6-d381-4737-b5d8-9cd120b4d86f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311470 ms
Total Talk Time (AGENT): 94826 ms
Total Talk Time (CUSTOMER): 149575 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/82e768a6-d381-4737-b5d8-9cd120b4d86f_20250527T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi [PII]. Good afternoon. This is [PII] from Baptist Hospital of Miami. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good, thank you. I was calling to check on the status of a claim, please.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can help you with that. And do you happen to have the policy number?
[CUSTOMER][NEUTRAL] Yes, I'm showing, um,
[CUSTOMER][NEGATIVE] Let me get out of this uh, come on.
[CUSTOMER][NEUTRAL] Um, 01 2nd, please, ma'am. I'm just taking forever to get this out of here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, it is, um, um, um, oh, come on. Don't do that to me today.
[CUSTOMER][NEUTRAL] Hi, yeah, one second, please. I'm sorry.
[AGENT][NEUTRAL] Yeah, fine.
[CUSTOMER][NEUTRAL] OK, here, no, it's not it.
[CUSTOMER][NEUTRAL] What happened? It was just up here. Why didn't you go?
[CUSTOMER][NEGATIVE] And then it's so slow today. What is happening?
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I'm so sorry. One second, I'm getting there. It's just that my system is really just stuck so here it is. 1,458,880.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm sorry, but can you give me your name again?
[CUSTOMER][NEUTRAL] Sure, sure. [PII], and I'm calling from uh Baptist Hospital of Miami, the Miami Cancer Institute.
[AGENT][NEUTRAL] Thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Sure, no problem. Um, [PII].
[AGENT][NEUTRAL] Thank you. Let's see, and can you give me the um insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] I'm sorry. The patient name is um one second. Patient name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate that. Let's see, and you check, can you give me the date of service for that claim?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. The date of service for this claim is [PII].
[AGENT][NEUTRAL] OK, thank you. Now I am gonna need to transfer you to our benefits department, but I will go ahead and give them this information and they can get that pulled up for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Yes, ma'am, but is there anything else I can do for you before I transfer you?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you. Thank you. You have a good day and thank you for calling APL and do hold on for that transfer.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Transferring
[CUSTOMER][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey, this is [PII]. I have a provider's office on the line um checking claim status.
[CUSTOMER][NEUTRAL] Sure, ma'am, I can assist you with that. What is the policy number?
[AGENT][NEUTRAL] 1,458,880.
[CUSTOMER][NEUTRAL] And what is the member's name and date of birth?
[AGENT][NEUTRAL] And [PII], um, she verified the date of birth, but I don't remember. I'm going back. It was correct. Um, [PII]. She gave me that.
[CUSTOMER][NEUTRAL] Mhm, that's fine.
[CUSTOMER][NEUTRAL] And who's on the phone, um, [PII]?
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And I do have a callback number.
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Is the callback number the [PII] number?
[AGENT][NEUTRAL] It is [PII], yeah, that's it. Yes.
[CUSTOMER][NEUTRAL] You can send her over. Does she have, did she give you a date of service or no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Have a great day, [PII].
[AGENT][POSITIVE] Right. You're welcome. You too. Here she comes.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello [PII], how you doing? Excuse me, my name is [PII]. I'll be assisting you. You're calling in, I'm calling about a claim for data service. I'm great, thanks for asking. [PII] said that you were calling about a claim for data service [PII]. Is this, is this claim the facility claim?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] From the Miami Cancer Institute. Yes, Baptist Hospital. Right. Thank you.