AccountId: 011433970860
ContactId: c42c0929-0a24-4c31-bbe3-6b7f91d8ab18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204539 ms
Total Talk Time (AGENT): 77662 ms
Total Talk Time (CUSTOMER): 103011 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c42c0929-0a24-4c31-bbe3-6b7f91d8ab18_20250224T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Can't complain, nobody listens, no fun.
[AGENT][POSITIVE] I agree with that.
[CUSTOMER][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] I'm just checking on a claim to make sure that you guys received it. We faxed it um on the [PII].
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number to come on, computer help.
[CUSTOMER][NEUTRAL] The policy number is 02515639 MLB.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Thank you for that information, [PII], and you said that you're checking a claim status?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh huh, what's the date of service in charge and I can assist.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. [PII]. The total amount of the claim is 84,520 and we're looking for that $2000 patient responsibility.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And so this is the facility charge?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was your name? I forgot to write it down.
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII] and you'll use my name in today's date as reference for today's call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show the claim was processed on the [PII], issuing a payment of $2000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the claim number?
[AGENT][NEUTRAL] It's 356-638-6.
[AGENT][NEUTRAL] And the check number if you need that is 202-8848.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the check date was what?
[AGENT][NEUTRAL] [PII], last week.
[CUSTOMER][NEUTRAL] [PII], OK, last week. OK. And it, I'm assuming it went to us, right? To uh South Miami Hospital?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what is your billing address on the claim?
[CUSTOMER][NEUTRAL] Uh, a little PO box something uh hold on, let's see do do do. I never remember that that PO box.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on, [PII].
[AGENT][NEUTRAL] What's the city, state, and zip code?
[CUSTOMER][NEUTRAL] It's uh [PII], let me see, I can never remember it. Oh yeah, yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that is the address that the check was mailed to along with the explanation.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Any other ques
[CUSTOMER][POSITIVE] Perfect, perfect, perfect. Nope, that's it. I just wanted to make sure that uh if you received it, but that was quick, you paid it right away.
[AGENT][NEUTRAL] Right. Right. And you can also check your, sure, you can also check your status online at [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK. Thank you. All right. Have yourself a wonderful day. Bye-bye. Bye.
[AGENT][POSITIVE] You're welcome [PII].
[AGENT][POSITIVE] You too, thanks for calling APL.
[AGENT][POSITIVE] Have a good day.