AccountId: 011433970860
ContactId: 916247f6-7080-4e53-a46f-b4e3de81d2da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170699 ms
Total Talk Time (AGENT): 57740 ms
Total Talk Time (CUSTOMER): 57100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/916247f6-7080-4e53-a46f-b4e3de81d2da_20250618T15:58_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just calling to get a copy of a remit. I can't uh access through the portal.
[AGENT][NEUTRAL] OK. Yes, ma'am. Um, first, can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, my name is [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] And my direct line is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02473119 M as in Mary, L as in Lima, and 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the date of service and bill charges for the claim or either the claim number?
[CUSTOMER][NEUTRAL] Uh, 8 1624 and the bill amount was $2,675.90.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like we received a $300 payment in March but no remit so I just gotta get a copy of that.
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] OK. You said that was for 8-16-24 and this is for Broward Health Medical Center?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK. And your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And to whose attention?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][POSITIVE] OK. Yes, ma'am. You should receive it in about 10 minutes. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, great, thank you so much. That was the only one. Just do you have a call reference?
[AGENT][NEUTRAL] Um, for 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.
[CUSTOMER][POSITIVE] OK, thanks, [PII]. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Mm.