AccountId: 011433970860
ContactId: d14bdbcd-e9dd-40a7-9562-efaf20309137
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163339 ms
Total Talk Time (AGENT): 57197 ms
Total Talk Time (CUSTOMER): 59668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/d14bdbcd-e9dd-40a7-9562-efaf20309137_20250328T14:54_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For calling APL. This is. How can I help you?
[CUSTOMER][NEGATIVE] Your voice is getting cut off.
[AGENT][NEUTRAL] I'm sorry. um, thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, it's [PII] from South Miami Hospital. What's the initial of your last name?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] OK, I'm calling in regards to a claim. I need to know if you guys received it.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you.
[CUSTOMER][NEUTRAL] Or is this patient yours?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with client status. Um, first, I'll need your name and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII]. My number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02496810.
[AGENT][NEUTRAL] Thank you now, please verify.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] OK, and please verify her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you said you need claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] [PII] for $3,503.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, ma'am. I apologize. I'm not showing that claim on file. Um, how was it submitted?
[CUSTOMER][NEUTRAL] Uh, really my facts.
[AGENT][NEUTRAL] OK. Would you like to verify the fax number?
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I haven't, hold on.
[CUSTOMER][NEUTRAL] APO.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Um, yes, ma'am. That's the correct fax number. Um, if you resubmit the claim via fax, make sure that you attention it to the claims department.
[CUSTOMER][POSITIVE] Yes, OK, I will do that.
[CUSTOMER][NEUTRAL] Is there a reference for the call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you. Have a wonderful day bye.