AccountId: 011433970860
ContactId: 894fd43a-a32a-42b2-9db0-4775001470ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394100 ms
Total Talk Time (AGENT): 129970 ms
Total Talk Time (CUSTOMER): 83545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/894fd43a-a32a-42b2-9db0-4775001470ae_20250327T12:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from West Kendall Baptist Hospital Patient Financial Services Department on a claim.
[AGENT][NEUTRAL] OK [PII], you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Well, not claim status, no, ma'am, um, they were, I spoke to somebody.
[CUSTOMER][NEUTRAL] On let me see [PII] regarding a payment on a claim that we did not receive and she was sending it to the finance department to see if the check is cleared.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] She told me to allow 48 hours.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're just going to check to see if it's been reissued yet?
[CUSTOMER][NEUTRAL] I wanted to check to see if it's cleared.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is the callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 01611789 ML 8
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name, [PII], and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him please, [PII]?
[CUSTOMER][NEUTRAL] [PII] for $12,280.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's still loading some information for me, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it does appear that the attack was reissued.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and that is under claim number 358.
[AGENT][NEUTRAL] 01
[AGENT][NEUTRAL] 130.
[CUSTOMER][NEGATIVE] I'm sorry, you're cutting out.
[AGENT][NEUTRAL] And that'll be uh
[CUSTOMER][NEUTRAL] I'm sorry, you cut out. All I got was 35801.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] 30.
[CUSTOMER][NEGATIVE] I'm sorry, you're cutting in and out. I didn't get that.
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Yes, ma'am. I don't know why there's something going on with the system and I uh.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Yes, the system is cutting out and I'm very sorry about that, but there unfortunately, I can't, I can't control that, so just let me know when you cannot hear me. So the yes, the claim number that it was.
[CUSTOMER][NEUTRAL] I can hear you. Could you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you get the claim number fully?
[CUSTOMER][NEUTRAL] No, ma'am. All I got was 35801.
[AGENT][NEUTRAL] 358.
[AGENT][NEUTRAL] Uh-huh. And after the 1 is 30.
[AGENT][NEUTRAL] And the check number is 203.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] 4916. Again, the check number 4916 and the amount of $250.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well, you are certainly very welcome, and [PII], also, I don't know if they gave you our website the other day, but should you need to print a copy of the COB, we do have a portal that you can do that and by going to [PII].
[CUSTOMER][POSITIVE] Thank you again.
[AGENT][POSITIVE] Well, you're welcome. And again, is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK. Well, thank you very much then for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.