AccountId: 011433970860
ContactId: cf80b2f9-0a28-4888-9012-f38a26589cb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303579 ms
Total Talk Time (AGENT): 88128 ms
Total Talk Time (CUSTOMER): 191147 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/cf80b2f9-0a28-4888-9012-f38a26589cb0_20250103T13:46_UTC.wav
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[CUSTOMER][NEUTRAL] OK it's.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Um, hi, good morning. My name is [PII] calling from the provider's office to check on a claim status, please.
[AGENT][NEUTRAL] Can help you [PII]. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, surely, um, the phone number will be [PII] and the patient policy number will be 01343212 M as in Mary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3212.
[CUSTOMER][NEUTRAL] Oh yes, 3212.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] 32 OK.
[AGENT][NEUTRAL] That's all I need for the policy number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it will be [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and you're checking claim status for what date of service?
[CUSTOMER][NEUTRAL] Will be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and yes, the bill bill amount was $13,458.
[AGENT][NEUTRAL] OK, what's the name of the facility?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's HCA Florida West Side Hospital.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. And the patient is the policyholder or is it the dependent?
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me double check.
[CUSTOMER][NEUTRAL] Um, she's the policy holder holder.
[AGENT][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I it always starts again.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I am not showing a date of service for [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, um, well, but in this case, I mean in my side it's reflected that it was sent, so maybe I mean so I would like to confirm in that case if we send it to the correct mailing address, OK?
[AGENT][NEUTRAL] OK, what address did you send it to?
[CUSTOMER][NEUTRAL] Yes, we have here [PII] [PII] OK [PII].
[AGENT][NEUTRAL] Now the correct, um, who do you show as the insurance company? What is the name of the insurance company?
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] No I have American Public Life.
[AGENT][NEUTRAL] OK, so the mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, I'm sorry, [PII].
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah OK perfect.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Uh, OK, thank you, um, um, oh, yes, could you please confirm as well the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK perfect sure so in that case, thank you so much for confirming that information. I think for now that'll be everything that I need.
[AGENT][NEUTRAL] OK, you're welcome, [PII]. Thanks for calling APL and you can also check your status on our online service center at [PII]. Anything else?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, no, I will just need in that case if you can repeat your name one more time and the call reference number please.
[AGENT][NEUTRAL] You use my name in today's status reference [PII], first initial last name is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK perfect well thank you so much [PII]. I really appreciate your time and your help and hope you have a nice rest of your day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] this is