AccountId: 011433970860
ContactId: b134657b-1f55-4144-b2a9-050ca3099264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1075819 ms
Total Talk Time (AGENT): 349109 ms
Total Talk Time (CUSTOMER): 426108 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/b134657b-1f55-4144-b2a9-050ca3099264_20250129T14:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] One of these gracias [PII] [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] See, one of the uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, er, esta cuenta laymando no esta vato yamando forum.
[CUSTOMER][NEUTRAL] Or [PII] the domitment to [PII] que get that the numeraler group uh you know same.
[AGENT][NEUTRAL] And the lapolia and the de la Palia poravor.
[CUSTOMER][NEUTRAL] The numeral lapolia um.
[AGENT][NEUTRAL] What you said Palisa er depiada.
[CUSTOMER][NEUTRAL] One look at.
[CUSTOMER][NEUTRAL] Group number 2ticuatro 2.
[AGENT][NEUTRAL] Have
[AGENT][NEUTRAL] Yeah, Bajonlaarreta on num the outpatient hospital.
[AGENT][NEUTRAL] Benefit
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In hospital benefit certificate number, a number?
[AGENT][NEUTRAL] Oh yes. Mhm.
[CUSTOMER][NEUTRAL] And numeral zero uno Nvi.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] C O.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] C C
[CUSTOMER][NEUTRAL] [PII], the mama Eli the Larry City.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, gracias era la etche de la semiento.
[CUSTOMER][NEUTRAL] Julio Beentinueve Milo recientos.
[AGENT][NEUTRAL] OK gracias [PII].
[AGENT][NEUTRAL] De La Casa.
[CUSTOMER][NEUTRAL] Oo.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, gracia see [PII] on the teleport.
[CUSTOMER][NEUTRAL] Sier deo Jose.
[CUSTOMER][NEUTRAL] No Cincosino.
[AGENT][NEUTRAL] OK, that's yes.
[AGENT][NEUTRAL] Is the recipient on bill del provedor?
[CUSTOMER][NEUTRAL] OK, for the CV.
[CUSTOMER][NEUTRAL] Wet eto is a visioue nobien preventidos the doilidos.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, build the sour pagola canda via er le via can quiento do queta puerto rite gap the loquecu.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, so on thelo momentitto. OK, porque espola salad demegencia.
[CUSTOMER][NEUTRAL] Uh, a service emergency hospital memorials, uh, see, no, um, derogacy no acuo as a los Angelo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At the end of.
[CUSTOMER][NEUTRAL] Silvia and meal.
[AGENT][NEUTRAL] I come in. It's for Memorial Hospital, Hope [PII].
[CUSTOMER][NEUTRAL] See.
[AGENT][POSITIVE] OK, got you, got you.
[AGENT][NEGATIVE] OK, it's like cheatro tracosa [PII] noreclamon sorospero, um, in este polisa solo pagamosi la siggures principal.
[AGENT][NEUTRAL] Alia algopoel de decio copago.
[AGENT][NEUTRAL] In line pharmacion de Hospital Mando Soros.
[AGENT][NEUTRAL] In Alexacion del beneficials.
[AGENT][NEUTRAL] De la Seguin's Principal.
[AGENT][NEUTRAL] No, another applica forcibly Ocopago Oosegus.
[AGENT][NEUTRAL] Solopoo no.
[AGENT][NEGATIVE] No promosesimo or no pagemosesi reclamo loqueneesitamos is unoopia del expiacion del beneficios deigna.
[AGENT][NEUTRAL] Don cuanto estan applicando purel de lucife del cervio.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Elo puede.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Um, Ute puede Mandalo Silotienne.
[CUSTOMER][NEUTRAL] No, you don't think you're not thinking this rapido I said loan.
[AGENT][NEGATIVE] CCC is totally stuck on Signal or company.
[CUSTOMER][NEGATIVE] Uh, just to consigna ora peroes a traves the ultra corporation yeah you know travajo in a company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Puermaa Miramar, uh Memorial Hospital or numeral in in La Quinta is the cirque nootro system esperandoorunnaopia del explicacion del beneficios deigna.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pressa Thatcher.
[AGENT][NEUTRAL] No nonemorilamo per ab.
[AGENT][NEUTRAL] Uh, Esperantoorexplicacion del beneficios.
[AGENT][NEUTRAL] Case your deductible.
[CUSTOMER][NEUTRAL] So you let me OK OK ao latiquemanda a coia de la priacion de lo beneficio deina eso logo.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] So cop a delicacion de lo beneficioesina.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um podoma I guess a repos.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Ohio numeral in la cuenta they'll.
[AGENT][NEUTRAL] The hospital
[CUSTOMER][NEUTRAL] See, uh, they have a a guitar noouerta.
[AGENT][NEUTRAL] Numero neo the telephony.
[CUSTOMER][NEUTRAL] OC numerals el vein.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Dot CSSA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Cinco cinco errono are you.
[AGENT][NEUTRAL] OK, see quierri podemosaeron uh yada is going to stay in [PII] paralicareus looking as sesitamos.
[CUSTOMER][NEUTRAL] Toretto.
[AGENT][POSITIVE] Oh, cloud you see. OK, see me in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Lay.
[AGENT][NEUTRAL] OK, that, yes.
[CUSTOMER][NEUTRAL] Thank you for calling Memorial Health Care Systems Patient Financial Services Paraconpia espanol Poravor precinco. If this is a life-threatening emergency, please hang up and dial [PII].
[CUSTOMER][NEUTRAL] To self-pay your bill via our automated phone system, please press 1. For financial eligibility, please press 2. To speak to hospital billing representative, please press 3. If you are calling regarding a pre-estimate received for an.
[CUSTOMER][NEUTRAL] In order for us to serve you better, please provide your date of birth by entering 2 digits for the month, 2 digits for the day, and 4 digits for the year.
[CUSTOMER][NEUTRAL] All calls are recorded for quality assurance and training. Please hold for our next available agent.
[CUSTOMER][NEUTRAL] Your estimated wait time is less than 5 minutes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, thank you for calling Memorial Financial Services. My name is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], good morning. My name is [PII] with APL Insurance Company. I have one of your patients on the line. He received a uh a bill, and he can give you his information, um.
[AGENT][NEUTRAL] We received a claim but are needing a detailed EOB in order to be able to complete the claim. Can you assist us?
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Yeah, let me pull up the account here. If you or him could give uh the name and date of birth of the patient so I can pull that up.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And he can give you his personal information.
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] Yeah, my date of birth is [PII].
[CUSTOMER][NEUTRAL] At just the moment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Could you spell that last name for me? I don't think I got it right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, I got it, got it.
[CUSTOMER][NEUTRAL] OK one second and then
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, so the bill for 500 for [PII]. Let me see here.
[CUSTOMER][NEUTRAL] But [PII], they act we actually the, the reason why we make this phone call is because the insurance they wanna provide a letter so she's gonna explain how actually they need so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We can get this bill paid off by the insurance. Right, so they
[CUSTOMER][NEUTRAL] Uh, so she's on the line. You can explain to her or she can what she needs so you can provide them what they need to complete this. No, she, she opened up with that. I don't know if she, I don't know if she didn't have you on the line at first, but yeah, she was saying that they just need the detailed EOB. So I'm gonna talk to my supervisor really quick, see about how we would get that over to them and uh yeah, she's on the line. Are you on the line, [PII]?
[AGENT][NEUTRAL] Yes, I, I'm on the line. Yes, I explained to him that we need the detailed explanation of benefits. So he's gonna check on that for us if we can just, have you got just a minute to continue waiting?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, yeah, beautiful, thank you, take your time no worries.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Appreciate your patience one sec.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] I'm sorry I forget to hit the Spanish options.
[CUSTOMER][POSITIVE] No worries. No worries. I, I, I, yeah, yeah.
[AGENT][POSITIVE] You speak English well.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's why the first option I got so click for finish and I click on the.
[AGENT][NEUTRAL] Yeah, I and I just, uh.
[AGENT][NEUTRAL] I was looking at the claim and it just, I forgot to push it. I apologize.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] You're a very helpful person. Thank you very much.
[AGENT][POSITIVE] Oh, it's my pleasure. We have to help each other if we're gonna make the world a better place.
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Hi, sorry for the delay. Uh, yeah, I just wanted to make sure because I know in our department we usually don't have access to that, but the billing team can absolutely provide that. So I'm gonna put this on a work queue for them to go ahead and resubmit that with the uh detailed EOB and then uh hopefully that should fix it from there. In the meantime, um, let me see here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, one second.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You have um a reference number for this call saying that this is what you're asking for so that you can reprocess that?
[AGENT][NEUTRAL] Sure, my name, uh, it would be my name in today's date, and I spell my name [PII] and the first initial of my last name is [PII], and I can also provide a fax number if you want to fax the claim directly, I mean the EOB directly to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll, I'll take that down.
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][POSITIVE] And then, um, [PII], I'm gonna let you know in the meantime you don't need to worry about the bill while we're working on this. Um, we don't have any sort of late fee. You're not gonna get in trouble and, um, hopefully this can just get processed and be done with, but, uh, yeah, we'll follow up with the insurance.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][POSITIVE] Yeah, yeah, beautiful, thank you, [PII]. Uh, I, I take a look on the due days, uh, [PII], so we're plenty days to get this done because I, I don't want to get any negative report on my credit because that worries me a lot and we, so yeah, hopefully, hopefully we're gonna get this resolved with all you you guys help and [PII] as well. But thank you very much sooner than later. OK, uh, anything else I can help either?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII], if you don't mind, I mean, I'm sorry.
[AGENT][POSITIVE] [PII], we really appreciate your help, [PII], if you don't mind staying on the line, please.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] We'll be looking forward to that EOP.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Did you need something from me?
[AGENT][POSITIVE] No, I just said thank you and we'll be looking forward to that EOB so we can get this claim completed.
[CUSTOMER][NEUTRAL] OK, sorry, I tho[PII] you were telling me to stay on the line too. OK, I'll just connect myself and one bye.
[AGENT][NEUTRAL] Sorry.
[AGENT][POSITIVE] No, thank you. Thank you, [PII]. Have a great day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But S is [PII] exaciona the soroi vamos uh uh processandori clamoejalando.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEGATIVE] Oh halava [PII] no, no, no [PII].
[CUSTOMER][NEUTRAL] Would
[CUSTOMER][NEUTRAL] Yeah, God forbid, uh, [PII], there is any reference number so I can keep it on my records so in case we need to talk any few days, you know?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Sure, you can call and ask for me. It would be my pleasure to assist you, but the reference number is going to be my name and today's date.
[AGENT][NEUTRAL] And I spell it just like [PII]. Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] and she 129 2 2025.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Beautiful. Thank you very much, [PII]. Do you have any direct, direct number or I just need to click the main number and that's it?
[AGENT][POSITIVE] It has been a pleasure.
[AGENT][NEUTRAL] You just put the, the main number in, and if you want to speak with me if I'm available, they'll transfer the call to me and if not, any of our representatives will be happy to assist you. I put in the notes that [PII] that we did call and speak with [PII], and he said that they will send the EOB.
[CUSTOMER][POSITIVE] Beautiful. Thank you very much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] It's been my pleasure. I hope you have a wonderful day as well. It's been such a pleasure to assist you, [PII], and take care and call us if you need anything.
[CUSTOMER][POSITIVE] We do thank you very much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.