AccountId: 011433970860
ContactId: de004df4-1ca2-40be-9ce6-0d803ddf8669
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199410 ms
Total Talk Time (AGENT): 90690 ms
Total Talk Time (CUSTOMER): 49699 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/de004df4-1ca2-40be-9ce6-0d803ddf8669_20250121T19:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with South Miami Hospital. I just need to see if you received this claim.
[AGENT][NEUTRAL] OK, you did say your name is [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes ma'am, and you're wanting to verify if we received a claim or not for a member?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Sure, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Direct [PII].
[AGENT][NEUTRAL] Oh, thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 02241482 ML 7
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and what is the date of service, [PII], and total build out for her, please?
[CUSTOMER][NEUTRAL] [PII] and it was 108,0258.
[AGENT][NEUTRAL] 108258. Is that correct?
[CUSTOMER][NEUTRAL] 108258 mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that this claim was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 3552574.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was on single check 2023283.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great. Perfect. Thank you so much, dear. I so appreciate it.
[AGENT][NEUTRAL] Yes ma'am. Absolutely. Well, you are certainly very welcome and then one more thing, [PII], if you need a copy of this explanation of benefits, you should be able to print it from our portal by going to [PII].
[CUSTOMER][POSITIVE] Mhm. OK, great. Thank you so much. I hope you have a great week.
[AGENT][POSITIVE] OK. All right, well you, yes, ma'am, you too, and um I hope you have a wonderful afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Take care of yourself. Mm bye-bye.
[AGENT][NEUTRAL] You too. Bye bye.