AccountId: 011433970860
ContactId: 83204b46-d457-4be8-8555-7ed0853b7d13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275440 ms
Total Talk Time (AGENT): 107808 ms
Total Talk Time (CUSTOMER): 80858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/83204b46-d457-4be8-8555-7ed0853b7d13_20250523T14:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. [PII] with Homestead Hospital. I need to check one claim, please.
[AGENT][NEUTRAL] OK [PII], I can help you. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 01944012 M17.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the total charge amount for claim status?
[CUSTOMER][NEUTRAL] [PII] this year, we built 31,905.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so this is an old policy, this policy termed as of [PII].
[AGENT][NEUTRAL] Give me one moment to check for an active policy for this number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I that.
[AGENT][NEUTRAL] OK, I can provide you with the correct policy number when you're ready for that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 02556472.
[CUSTOMER][NEUTRAL] 472. OK, so you probably don't have the claim, you can't have it processed with the correct number?
[AGENT][NEUTRAL] I'm, I'm gonna check.
[CUSTOMER][NEUTRAL] You know we faxed it over on [PII].
[AGENT][NEUTRAL] OK, I'm still checking for that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, I don't show it to be on file.
[AGENT][NEUTRAL] Can I please verify?
[CUSTOMER][NEUTRAL] OK, all right, I'll get it.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] A fax number with you, it is [PII].
[CUSTOMER][NEUTRAL] Yeah, that's where it was faxed on [PII] but with the wrong policy number, so maybe they just threw it out.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Um, I'm sorry, give me one second. You said the date of service again was [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Let me, let me revise that. Thank you.
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So my apologies, we received the claim on [PII] and it was processed on let's see.
[AGENT][NEUTRAL] [PII] with the payment in the amount of
[AGENT][NEUTRAL] $8,191.11.
[CUSTOMER][POSITIVE] Wow, they pay the whole thing. They must have a great policy. I've never seen them pay out that much. I thought it was like a $2500 or $5000 limit. Awesome. Do you have a check number by any chance?
[AGENT][NEUTRAL] I do. Let me get that for you, [PII], one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment here.
[AGENT][NEUTRAL] OK, the check number shows 2042546.
[CUSTOMER][POSITIVE] Awesome alright well thank you so much. What's your name again? I forgot to write it down. I'm sorry.
[AGENT][NEUTRAL] No problem. My name is [PII]. We do not use reference numbers, [PII]. You can use my name in today's date. Last initials [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's all. Thank you and have a great weekend.
[AGENT][POSITIVE] You as well thanks for calling APL take care bye.
[CUSTOMER][POSITIVE] Thanks.