AccountId: 011433970860
ContactId: ad8b338d-3668-4c0b-be01-5be610c9f072
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197020 ms
Total Talk Time (AGENT): 84007 ms
Total Talk Time (CUSTOMER): 56261 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ad8b338d-3668-4c0b-be01-5be610c9f072_20250519T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling with HCA Florida Northwest Hospital in regards to medical bill status.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII], policy number is 02518304.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not coming up as a valid policy number. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and then last name is [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] 285432 even.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] It processed under claim number 3558764, in which it looks like the primary insurance paid in full, so no benefits were payable.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Looks like this claim.
[CUSTOMER][NEUTRAL] And when was that received?
[AGENT][NEUTRAL] It was received on, no, you're fine.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] It's waiting on the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It was received on [PII]. It processed and denied on [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Thank you and do you give reference numbers for calls?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.