AccountId: 011433970860
ContactId: b8b1f87d-c6c3-4b0c-bee3-64b356687744
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176940 ms
Total Talk Time (AGENT): 41756 ms
Total Talk Time (CUSTOMER): 56285 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b8b1f87d-c6c3-4b0c-bee3-64b356687744_20250619T14:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII], and I'm calling from the claims department for one of our hospitals in Florida, Lower Keys Medical Center. I'm checking the status on a medical claim we mailed on [PII] that we mailed it and just to see if at least it was received.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the number I'm calling from now [PII] direct to me.
[AGENT][NEUTRAL] OK, and do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah it's 024043.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] M like Mike. L like Lima in 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And what was that data service and bill charges?
[CUSTOMER][NEUTRAL] It's uh [PII]. Total charges was $6,492.15. The patient has the primary that processed, paid, and left the balance.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, I still don't show that claim on file. Let me see, there's one we just got. Let me see if that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yep looks like we've got it in processing.
[CUSTOMER][NEUTRAL] Wait, do you have a claim number?
[AGENT][NEUTRAL] I don't have a claim number yet. We just got it on [PII], so it hasn't been processed yet, so it hasn't generated that number, but we do have it logged in our system.
[CUSTOMER][NEUTRAL] OK, well, can I get a call reference number?
[AGENT][NEUTRAL] Uh, call reference is my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much you have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.