AccountId: 011433970860
ContactId: a1e88978-2df9-4c5c-b365-4689241c37f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277140 ms
Total Talk Time (AGENT): 116076 ms
Total Talk Time (CUSTOMER): 64912 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a1e88978-2df9-4c5c-b365-4689241c37f6_20250513T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII], and I'm calling from West Kendall Baptist Hospital regarding a claim.
[AGENT][POSITIVE] All right, I'm happy to check on a claim for you today. Can I get the patient's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Sure, 02312849 M like Mary, L like Larry, B like I'm sorry, is that a B? No, it's an 8. I'm L8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a good callback number for documentation please?
[CUSTOMER][NEUTRAL] [PII] directly.
[AGENT][POSITIVE] Thank you so much. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do we have a bill amount?
[CUSTOMER][NEUTRAL] Yes, $11,317 even.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And it was [PII] to [PII], correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] All right. I'm not showing any claims on file for that date range. We just have one for [PII], but not [PII].
[CUSTOMER][NEGATIVE] It's so strange. It's been sent twice. The last one was faxed over to [PII].
[AGENT][NEUTRAL] Mhm. Let me check this.
[CUSTOMER][NEUTRAL] And that was on [PII].
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me pull this claim here and just.
[AGENT][NEUTRAL] May, OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I do see that we did get the claim, um, the one that was faxed, so let me give you this claim information. It looks like we received a claim 56 of 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like a benefit payment has been sent in the amount of $300.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Your check number?
[AGENT][NEUTRAL] Yeah, let me grab you that. The single single check and that check number is 2,044,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if you can provide me the claim number please?
[AGENT][NEUTRAL] Absolutely. That would be 359-921-7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for that information, [PII]. Um, so it was just sent yesterday, OK.
[AGENT][POSITIVE] Yeah, not a problem.
[AGENT][POSITIVE] Yeah, so it's just processed, so of course check is still showing outstanding. I was sent to West Kindall Baptist Hospital at the PO box.
[CUSTOMER][NEUTRAL] That's the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, correct. Sounds good. Thank you so much for that information, sir. Enjoy your day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.