AccountId: 011433970860
ContactId: b5e81342-ed14-4d97-8b41-4fd0992af160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245050 ms
Total Talk Time (AGENT): 97220 ms
Total Talk Time (CUSTOMER): 90870 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b5e81342-ed14-4d97-8b41-4fd0992af160_20250605T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from Brownsville Hospital checking claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do, so it's 01868845.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] The claim date of service, it's a date range it's May.
[CUSTOMER][NEUTRAL] [PII] for $104,950.
[AGENT][POSITIVE] OK, OK, got it, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, you did say that beginning start date that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it does not look like we've uh received that claim yet [PII]. I have no claims on file for those dates of service.
[AGENT][NEUTRAL] I can give you, I've got a mailing address, fax number, and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK, wait.
[CUSTOMER][NEUTRAL] Just to make sure we send that to [PII].
[AGENT][NEUTRAL] No, that is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No ma'am, yeah, that is our old address. uh whenever you're ready I'll give you our correct one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, uh, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0 and uh fax number as well?
[AGENT][NEUTRAL] Yes, it is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Just to make sure, [PII].
[AGENT][NEUTRAL] No, no, it's uh
[AGENT][NEUTRAL] Sorry, it's [PII].
[CUSTOMER][NEUTRAL] 09. OK. And then the zip code is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. All right. I think that's all that I need just a reference for this call.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. And so my name is spelled [PII] and there wasn't anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] First all, thank you for assisting me. Have a great day.
[AGENT][POSITIVE] Of course, thanks for calling ATL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.