AccountId: 011433970860
ContactId: cb508c67-88a2-4bd4-8f25-64457e69a1da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313929 ms
Total Talk Time (AGENT): 67522 ms
Total Talk Time (CUSTOMER): 123781 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/cb508c67-88a2-4bd4-8f25-64457e69a1da_20250507T16:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII] from the billing department for South Florida Dynatic Imaging. Do you need our tax ID number or NPI?
[AGENT][NEUTRAL] Uh, no, I don't. I just need a good callback number, [PII].
[CUSTOMER][NEUTRAL] OK, um, I'm calling on behalf of the patient, OK, um.
[CUSTOMER][NEUTRAL] Uh, can I give you the patient information?
[AGENT][NEUTRAL] Yeah, can I get a
[CUSTOMER][NEUTRAL] I don't have the member ID. OK, uh, pay, pay.
[AGENT][NEUTRAL] OK. Can I get a
[AGENT][NEUTRAL] I just need a callback number first.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then you don't have the policy number. Do you have the last name or social?
[CUSTOMER][NEUTRAL] Only the last name and the date of birth.
[AGENT][NEUTRAL] OK, what's the last name?
[CUSTOMER][NEUTRAL] OK, last name is [PII]
[CUSTOMER][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Do you need the date of birth?
[AGENT][NEUTRAL] Um, I'm trying to find the patient. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sorry, it's running just a bit slow. Give me one more moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I found the member and what was that date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're needing benefits?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You need benefits or claim status or how can I help?
[CUSTOMER][NEUTRAL] No, yeah, what I need is, um, we received a payment from you for $20 correct? Do you have AUB?
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] The date of service was [PII].
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, looks like we made a payment of 200, correct?
[CUSTOMER][NEUTRAL] Correct. Uh-huh, um.
[CUSTOMER][NEUTRAL] Will you be able to send me that information by fax or by email?
[AGENT][NEUTRAL] Like the explanation of benefits, is that what you're needing?
[CUSTOMER][NEUTRAL] Right, for the payment, right, uh-huh.
[AGENT][NEUTRAL] Mhm. Yes, what's your fax number?
[CUSTOMER][NEUTRAL] OK, our fax number is uh 00 my email could be my email um better.
[AGENT][NEUTRAL] I, yeah, I can't do the email. It has to be faxed.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK, I understand. OK, so it's 2 um 305?
[CUSTOMER][NEUTRAL] 255
[CUSTOMER][NEUTRAL] 0707.
[CUSTOMER][NEUTRAL] Can I write down the check number in advance and the um your total amount was 200, right? And the day when you paid it.
[AGENT][NEUTRAL] Yes, check number is 202559.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we paid that on.
[AGENT][NEUTRAL] 131 2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, 200, correct? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much for your help.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] No, no, no, it's fine, thank you so much, highly appreciate it.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[CUSTOMER][POSITIVE] Sure, thank you.