AccountId: 011433970860
ContactId: 8b3bf343-3ebb-4f0f-8209-3560cc3ac5aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129899 ms
Total Talk Time (AGENT): 60674 ms
Total Talk Time (CUSTOMER): 50269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/8b3bf343-3ebb-4f0f-8209-3560cc3ac5aa_20250626T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]. How are you with South Miami Hospital?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just need a claim status, my dear.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] You can [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02553885
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][POSITIVE] Oh, wonderful. My first name is [PII]. That's an easy one.
[CUSTOMER][NEUTRAL] [PII] or something to that effect, born on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you so much. And you did say status. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] the claim was 42,687.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, so it looks like the claim was received. It looks like the maximum payment was, uh, of $2500 was paid on the claim.
[CUSTOMER][NEUTRAL] Let me see something if we receive that.
[CUSTOMER][NEUTRAL] Uh, when did you all pay that?
[AGENT][NEUTRAL] Uh, let me check that payment went out on [PII] or [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so the balance is the patient responsibility, right?
[AGENT][NEUTRAL] Uh, so we do not determine patient responsibility, that is left up to the provider.
[CUSTOMER][NEUTRAL] OK, yep, that's what it is. All right, perfect. Do I get a reference number for the call?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date. It's spelled [PII] and [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, dear, that's it.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, dear. I'll talk to you soon. Bye-bye.
[AGENT][NEUTRAL] OK. Bye-bye.