AccountId: 011433970860
ContactId: 8edc0a74-08d5-43c2-94c6-a9d5292292e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176619 ms
Total Talk Time (AGENT): 66989 ms
Total Talk Time (CUSTOMER): 50234 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/8edc0a74-08d5-43c2-94c6-a9d5292292e1_20250430T13:09_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from West Kendall Baptist Hospital on a claim.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with client status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Now, could I get the
[CUSTOMER][NEUTRAL] And I do have status.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Um, I need the policy number.
[CUSTOMER][NEUTRAL] 01611564 ML 8.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, and I apologize. What were you about to say, ma'am?
[CUSTOMER][NEUTRAL] I already have claim status. I need payment information.
[AGENT][NEUTRAL] OK. And what's the claim number?
[CUSTOMER][NEUTRAL] 356-696-1
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm showing uh that it paid out for $250. The check number is 2029127. It was mailed to the address on the claim and it was issued on.
[AGENT][NEUTRAL] [PII] and I'm showing that it's still outstanding. It hasn't been cashed yet.
[CUSTOMER][NEUTRAL] Yeah, we haven't received this check.
[CUSTOMER][NEUTRAL] How long do we need to wait for a stop pay and reissue?
[AGENT][NEUTRAL] Um, 90 days.
[CUSTOMER][NEUTRAL] 90 days.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] 369.
[CUSTOMER][NEUTRAL] 3.5. So we have to wait.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have a call reference number please?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm