AccountId: 011433970860
ContactId: aafda4c0-73ce-4eaf-81c9-6c9e9911bb72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215910 ms
Total Talk Time (AGENT): 58661 ms
Total Talk Time (CUSTOMER): 81877 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/aafda4c0-73ce-4eaf-81c9-6c9e9911bb72_20250203T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with South Miami Hospital. I need to see if uh you guys received this claim on this baby.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you with that. [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] 02054391 M Mary L Larry the number 8.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me a moment to pull up the file.
[CUSTOMER][POSITIVE] Thanks. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The baby's name is [PII], the last name [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And what's the date of service of the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $3,867
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Bear with me for one minute. Someone's knocking at my door. It's been like.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Grand Central today for some reason must be muddled.
[CUSTOMER][NEUTRAL] You want to, yeah.
[CUSTOMER][NEUTRAL] you could be off.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][POSITIVE] Oh I'm sorry, I'm sorry.
[AGENT][POSITIVE] You're totally OK.
[AGENT][POSITIVE] I just located the claims so perfect timing.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, great. OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] You stated that the total charge, did you say 3,867 even?
[CUSTOMER][NEUTRAL] 800, yep, that's it. That's the baby's charges.
[AGENT][NEUTRAL] OK. All right. OK.
[AGENT][NEUTRAL] So I do show that the claim was received [PII], processed [PII], issuing a payment of 386.70.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Do you have a check number?
[AGENT][NEUTRAL] That check number is 202.
[AGENT][NEUTRAL] 54
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 68 and the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is 355-844-6.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] OK, great. No, [PII], that's it. Thank you very much. I appreciate all your help.
[AGENT][POSITIVE] You're welcome and thank you for calling API. You'll have no other questions. Have a great day.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.