AccountId: 011433970860
ContactId: a2dd6853-46e4-494f-8b47-6ae65e536fb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176949 ms
Total Talk Time (AGENT): 88068 ms
Total Talk Time (CUSTOMER): 68439 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a2dd6853-46e4-494f-8b47-6ae65e536fb7_20250228T17:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for a claim status please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII] with Boca Raton Regional Hospital.
[AGENT][NEUTRAL] OK, I'm sorry, you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is that policy number, please?
[AGENT][NEUTRAL] I'm sorry, it might get a little loud. 18.
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] Yes, 1826644.
[AGENT][NEUTRAL] OK, thank you, ma'am. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, we have a birthday. Let me see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was that data of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total charge $42,819.83.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me one moment. And while I look up claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Poker
[CUSTOMER][NEUTRAL] Return Regional Hospital and you said the site was secure. What is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] in public.
[AGENT][NEUTRAL] And I show the claim was received, but it looks like we're needing the primary EOB.
[CUSTOMER][NEUTRAL] [PII], got it.
[CUSTOMER][NEUTRAL] And do you have a fax number that I can fax it to you?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and that's all that is needed?
[AGENT][NEUTRAL] Uh, yes, ma'am, and um you can put that, I can give you the claim number, you can use as reference.
[CUSTOMER][POSITIVE] That's what I was gonna ask for, yes, please.
[AGENT][NEUTRAL] OK, it's 353-77778.
[CUSTOMER][NEUTRAL] 353-777-78
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, and just a reference number for the call. Thank you for your help today.
[AGENT][NEUTRAL] Oh, you're welcome, and we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And I'm sorry, your first name again?
[AGENT][NEUTRAL] [PII], last initial [PII]. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Thanks for calling ATL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.