AccountId: 011433970860
ContactId: d66beb9a-ba31-4142-be44-2e2dfb857eee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529830 ms
Total Talk Time (AGENT): 102865 ms
Total Talk Time (CUSTOMER): 95819 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d66beb9a-ba31-4142-be44-2e2dfb857eee_20250603T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, my name is [PII]. I'm calling from office providers to check claims status.
[AGENT][NEUTRAL] OK, I can help you with claim status. [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Is 0
[CUSTOMER][NEUTRAL] 1611752 ML 8.
[AGENT][NEUTRAL] OK, give me just a moment while I look that up.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] Thank you so much and do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Day of service of [PII].
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] $937 937.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Give me just a moment while I look that up.
[AGENT][NEUTRAL] And you said $937 correct?
[CUSTOMER][NEUTRAL] Yes, 937.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And can you give me the provider's name?
[CUSTOMER][NEUTRAL] It's Doctor [PII].
[AGENT][NEUTRAL] And what's the hospital?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me hold on let me open the claim because let me see.
[CUSTOMER][NEUTRAL] Yes, that was, was a procedure hold on.
[CUSTOMER][NEUTRAL] And the hospital was and hospital.
[AGENT][NEUTRAL] Do you have the provider hospital name?
[CUSTOMER][NEUTRAL] Yes it's Homestead, Homestead Hospital.
[AGENT][NEUTRAL] OK, I'm not seeing that one.
[CUSTOMER][NEUTRAL] Give me one second, let me go to.
[CUSTOMER][NEUTRAL] But I, we have usually the hospital um.
[CUSTOMER][NEUTRAL] Demo
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here I have the hospital.
[CUSTOMER][NEUTRAL] Demography and it's in Homestead Hospital.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] It was for Homestead.
[CUSTOMER][NEUTRAL] Homestead, mhm, Homestead Hospital.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] It looks like we received that claim on [PII]. It was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3552558.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like we paid Homestead Hospital. It looks like we paid them $160.60.
[CUSTOMER][NEUTRAL] I'm sorry, 150.
[AGENT][NEUTRAL] $160.60.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can, can I have a copy of the OB by fax?
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Give me just one moment while it loads.
[AGENT][NEUTRAL] And what's a good fax number to send this to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and to confirm it's [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm yes correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright I just sent that over.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] Thank you, I'm ready for reference number when you're ready.
[AGENT][NEUTRAL] OK, and we don't do call reference numbers, um, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, got it.
[CUSTOMER][POSITIVE] Thank you so much [PII] for your help. Have a great afternoon.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.