AccountId: 011433970860
ContactId: ddc93497-b4a2-47b1-a95a-f92b4333f90f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181259 ms
Total Talk Time (AGENT): 92426 ms
Total Talk Time (CUSTOMER): 51577 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ddc93497-b4a2-47b1-a95a-f92b4333f90f_20250529T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and I'm calling from South Miami Hospital. I just need to verify the status of a claim, please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 02384488ML8
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII] is the date of birth.
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It was [PII] with a billed amount of 42,163.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, just to make sure I'm so sorry you did say that was from uh [PII], is that correct?
[CUSTOMER][NEUTRAL] Correct, of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, um, was that remaining balance after major medical paid was that $2000?
[CUSTOMER][NEUTRAL] Yep, it was.
[AGENT][POSITIVE] Awesome, OK, uh, so we did receive this claim excuse me, I'm so sorry, and uh we did pay that benefit you give me one moment, I will get that uh claim number and check information for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, what I need first is, OK, great. Thank you very, very much.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, OK, um, I've got that. Let me know when you're ready for that information.
[CUSTOMER][POSITIVE] I'm ready. Ready.
[AGENT][NEUTRAL] OK, uh, so that claim number is 36.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 382.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check number is 2044.
[AGENT][NEUTRAL] 835.
[CUSTOMER][NEUTRAL] Mhm and it paid 2000.
[AGENT][NEUTRAL] Correct, a single check that check was issued [PII]. I am showing that it is still, uh, not been, uh, cleared, so after, uh, 30 days from that issue date, if y'all haven't received it, you can give us a call back and we'll get it voided and reissued to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much, my dear. I hope you have a great weekend coming up.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Oh thank you too. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Not right now. Thank you very much. It's been a pleasure.
[AGENT][POSITIVE] Alrighty, yes ma'am thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, mama. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.