AccountId: 011433970860
ContactId: 958ca513-7819-4429-a2d6-961ed5b44450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172039 ms
Total Talk Time (AGENT): 63620 ms
Total Talk Time (CUSTOMER): 44986 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/958ca513-7819-4429-a2d6-961ed5b44450_20250103T13:26_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling to get a claim status.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, the ID number is 02264411 ML8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you said you're checking claim status correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the date of service and the total charge?
[CUSTOMER][NEUTRAL] Data service is [PII] and the total charge is $6,187.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] South Miami Hospital? No.
[CUSTOMER][NEUTRAL] What's [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, so the maximum outpatient benefit is exhausted. Um, I show that this claim was processed on [PII].
[AGENT][NEUTRAL] Under claim number
[AGENT][NEUTRAL] 347.
[AGENT][NEUTRAL] 1791.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that explanation of benefits was mailed to the address on the claim, uh, the next business day after processing.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] It can also be um downloaded from our website um at [PII].
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much. um, may I have a reference number please?
[AGENT][NEUTRAL] You'll use my name and today's date as your reference, [PII] First initial of my last name is [PII]. And did you have any other questions I that I could help out with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help you have a wonderful day.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye bye.