AccountId: 011433970860
ContactId: 9612efd3-5482-49c5-9ab7-ede478bc7974
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168639 ms
Total Talk Time (AGENT): 53632 ms
Total Talk Time (CUSTOMER): 44198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9612efd3-5482-49c5-9ab7-ede478bc7974_20250514T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from HCA Florida Aventura Hospital, and I am needing to check on a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, 212-0595.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] 125 25 through 128 25.
[CUSTOMER][NEUTRAL] Billed amount is $5,072.50.
[AGENT][NEUTRAL] OK, it looks like this policy term 10-12024. Let me see if there's a current one on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said 125, 25?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks like we haven't received the claim. Can you resubmit that?
[CUSTOMER][NEUTRAL] Yes, is there a fax number I can send it to?
[AGENT][NEUTRAL] Yes, it's [PII]. And then be sure to include the primary explanation of benefits and then let me give you the new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, new policy number is 256-8988.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you have a call reference number?
[AGENT][NEUTRAL] Uh, yes, it's my name, [PII], first initial to last name, [PII], and today's date. And can I help with anything else, [PII]?
[CUSTOMER][POSITIVE] No, that's all thank you for your help.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] Thanks you too bye bye.