AccountId: 011433970860
ContactId: bfbe5cc9-b8e4-4200-b5f7-309cc38d035d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302989 ms
Total Talk Time (AGENT): 122884 ms
Total Talk Time (CUSTOMER): 102754 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/bfbe5cc9-b8e4-4200-b5f7-309cc38d035d_20250320T18:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Sacred Heart Hospital of Pensacola. Could you help me with the claim status?
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02297007 Mary Lima 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright thank you and it would be my pleasure to assist you with that claim status. What is the date of service, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the billed amount?
[CUSTOMER][NEUTRAL] $20,981.27.
[AGENT][NEUTRAL] And the facility name please ma'am.
[CUSTOMER][NEUTRAL] Accession Secret Heart Pensacola.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let's see. [PII], I'm showing that we did receive that claim on [PII].
[AGENT][NEUTRAL] Claim was processed and paid on [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] With a benefit amount?
[CUSTOMER][NEUTRAL] February
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With a payment of 2300.
[AGENT][NEUTRAL] $89.73.
[AGENT][NEUTRAL] And that payment was made to [PII].
[CUSTOMER][NEUTRAL] One minute. Can you repeat the amount one more time? 2300.
[AGENT][NEUTRAL] $89.73
[CUSTOMER][NEUTRAL] OK. We didn't receive the payment yet. Can I have the, I'm sorry. Yeah, can I have the payment details?
[AGENT][NEUTRAL] It was a single paper check.
[AGENT][NEUTRAL] Issued on [PII].
[AGENT][NEUTRAL] And that check number is.
[AGENT][NEUTRAL] 202.
[AGENT][NEUTRAL] 9154.
[AGENT][NEUTRAL] And was mailed to [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One minute. Give me just one minute.
[CUSTOMER][NEUTRAL] OK. The payment was made by the check. It is a single paper check. Check issued on [PII]. And the check number is 2029154.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Check amount.
[AGENT][NEUTRAL] $2,389.73.
[CUSTOMER][NEUTRAL] And cashment date?
[AGENT][NEUTRAL] No clear date as of yet.
[CUSTOMER][NEUTRAL] OK, check has been cashed?
[AGENT][NEUTRAL] No clear date as of yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, give me a minute. Can I, uh, have your first name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Can I have the card, uh, can I have the claim number as well?
[AGENT][NEUTRAL] Mhm. Claim number is 356-8875.
[AGENT][NEUTRAL] I'm sorry, it's 356-687-5. I apologize.
[CUSTOMER][NEUTRAL] It is 356-687-5.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Can I have the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status, [PII]. Thank you for calling API. I hope you have a great day as well. Take care.