AccountId: 011433970860
ContactId: e1a6989b-0678-49be-ba4d-7bc09b74b592
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157020 ms
Total Talk Time (AGENT): 61503 ms
Total Talk Time (CUSTOMER): 67711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e1a6989b-0678-49be-ba4d-7bc09b74b592_20250319T20:35_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, [PII]. This is [PII] from Baptist Hospital of Miami. I wanted to check on the status of the claim, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Sure, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, I'm showing um.
[CUSTOMER][NEUTRAL] 257-6738
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um, [PII], and the bill charges is um 172,106.
[CUSTOMER][NEUTRAL] We were looking for a balance from you guys APL for 5,76943.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] Um, the claim number is 357.
[AGENT][NEUTRAL] 6324.
[AGENT][NEUTRAL] And it paid out for $5620.40 and it paid out that amount because the um benefit maximum was reached for the calendar year.
[CUSTOMER][NEUTRAL] OK. Um, do you know if there's a check number yet, please?
[AGENT][NEUTRAL] Yes, ma'am. The check number is 2033346.
[CUSTOMER][POSITIVE] OK, great. I appreciate it. Thank you so much. Have a great evening, [PII].
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, not right now. Thank you so much. Have a great day, great evening.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You do fine, [PII]. Thank you for calling IPL. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You're welcome. Bye-bye. Bye-bye.