AccountId: 011433970860
ContactId: b23bb8d0-01b3-45a1-95de-42bea136161b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541520 ms
Total Talk Time (AGENT): 158436 ms
Total Talk Time (CUSTOMER): 280862 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b23bb8d0-01b3-45a1-95de-42bea136161b_20250605T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is in the billing department.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Um, I have a someone from a law office on the line that are, um, that is asking um for information about, uh, like a claim and group payments for one of their clients and, um, [PII] told me to transfer it to the care team.
[AGENT][NEUTRAL] OK, yeah, I just saw that, um.
[AGENT][NEUTRAL] Go ahead and um you can transfer them. I'll just need their information um I I don't think we can do that but.
[CUSTOMER][NEUTRAL] OK, her name's [PII].
[AGENT][NEUTRAL] Yeah, go ahead and give me that and I can get their information.
[CUSTOMER][NEUTRAL] Hi [PII] are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[CUSTOMER][POSITIVE] OK, sorry about that um hold. I do have [PII] um she's with our care team uh who's gonna be able to assist you further, OK?
[CUSTOMER][POSITIVE] Perfect, thank you very much.
[AGENT][NEUTRAL] Hey, this is [PII] with APL care team. Um, I understand you needed some, uh,
[AGENT][NEUTRAL] Some information about some claims.
[CUSTOMER][NEUTRAL] Yes, correct. So I just wanted to verify if you guys have completed payments um for some providers. Um, I do have a reference number and a claim number.
[AGENT][NEUTRAL] All right. And real quick, can I go ahead and get
[CUSTOMER][NEUTRAL] Which one it can be?
[AGENT][NEUTRAL] Oh, can I go ahead and get your name and where you're calling from and a callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Uh-huh, I'm sorry.
[CUSTOMER][NEUTRAL] Absolutely. So my name is [PII].
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] And I'm calling, sure, it's [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um whose office are you calling from?
[CUSTOMER][NEUTRAL] Yes, I'm calling from the word Law group, uh W A R D.
[CUSTOMER][NEUTRAL] Laru
[AGENT][NEUTRAL] And a callback number?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] OK, and just to confirm, I have [PII], correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And um what is the policy number of who you're, who you're asking for?
[CUSTOMER][NEUTRAL] Um, policy number, give me one second.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Policy number, so that's gonna be 02432932.
[AGENT][NEUTRAL] I have 02432932, correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, so, uh, the name is [PII] and date of birth, uh, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And is there an email um in case we need to get back with you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, there is. It is [PII].
[CUSTOMER][NEUTRAL] And then [PII]. Let me know if you, if you need me to spell that.
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yes, just like that. And then [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right uh thank you so much and you needed payments, um, and just to verify I'm just trying to get some information. I will have to send this over to someone, um, higher up and they will give you a call back or an email back. I just want to make sure I get all of the information that you needed um you're wanting payments on claims or is it a specific claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, so for this claim for this policy number that I provided you and well for this client, I wanted to confirm if you have paid to um like 4 providers just to confirm if you have made any payments and if the balance is at 0. So um I can give you the list of the providers. There's only 4 providers.
[AGENT][NEUTRAL] OK, um, give me just a moment, um, because I'm trying to get this all down. Uh, it's uh to confirm payments to 4 different providers on one specific claim or several or 4 claims.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I think it will be the same claim, honestly, I'm, I'm, I'm not sure, but it's going to be for the same client.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] Um, and what are the providers' names?
[CUSTOMER][NEUTRAL] So, I have Jackson, give me a second, Jackson Memorial Hospital.
[CUSTOMER][NEUTRAL] But for the date of service of [PII].
[AGENT][NEUTRAL] Of this year correct?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No, [PII]. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so [PII]. What's the other hospital?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Also, University of Miami Health System.
[AGENT][NEUTRAL] OK, date of service.
[CUSTOMER][NEUTRAL] Um, let me, University of Miami health system.
[CUSTOMER][NEUTRAL] Give me 1 2nd, let me get there.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Data service for you because I don't have it handy. Give me one second, OK?
[AGENT][NEUTRAL] Oh, if you're just gonna give me the list of providers, that's, that's fine too.
[CUSTOMER][NEUTRAL] OK, perfect. That, that's fine. So, uh, University of Miami Health System, uh, Miami-Dade County Fire Rescue.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Miami-Dade County Fire Rescue.
[CUSTOMER][NEUTRAL] And Miami-Dade ambulance service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, for that one, I got the I got a.
[AGENT][NEUTRAL] You said ambulance service correct?
[CUSTOMER][NEUTRAL] Ambulance service, yes, for that one they sent me a letter and on the letter that they sent me, it doesn't reflect any payment. So, uh, maybe at that moment it wasn't made any payment and now it's going to be made. I'm not sure, but um I just wanted to have a confirmation if they got any payment because I'm pretty sure that the bill, it should be essentially at 0. So I would like to confirm that.
[CUSTOMER][NEUTRAL] And if not, if they, if any of those providers haven't received any payments, I would like to know um the reason why or if you need any extra information for uh you guys to complete any payments.
[AGENT][POSITIVE] OK [PII], I'll be able to get that information. I will send all of that over um to my supervisor and hopefully someone will get back with you um by the end of the week. Is that OK?
[CUSTOMER][NEUTRAL] Yeah, that will be fine if it's an email that will be perfect so I can have uh like a back up on my system, OK?
[AGENT][POSITIVE] Alright, that sounds great. Um, is there anything else I can help you with until then?
[CUSTOMER][POSITIVE] Um, let me see. I, no, I don't think so. That will be all. Thank you very much for your help. I do appreciate it.
[AGENT][POSITIVE] Oh any time thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.