AccountId: 011433970860
ContactId: e61e017f-1993-4995-946b-4bd7bc47bbda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234770 ms
Total Talk Time (AGENT): 79178 ms
Total Talk Time (CUSTOMER): 58530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e61e017f-1993-4995-946b-4bd7bc47bbda_20250606T17:32_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] with South Miami Hospital. I just need to check to see if you guys received this claim.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 025538885.
[AGENT][NEUTRAL] OK, give me just a second while I look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] something like that. Whoa.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Why did you try? Uh date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. Let me see.
[CUSTOMER][NEUTRAL] Day the service was [PII] with a bill amount of 42,687.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[CUSTOMER][POSITIVE] Yeah, thank you very very much.
[AGENT][NEUTRAL] You said [PII], correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, just making sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, I'm showing that we received that claim on [PII]. It was processed on [PII]. The claim number is 3607319.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we paid $2500 to that.
[CUSTOMER][NEUTRAL] That the max on the on the policy?
[AGENT][NEUTRAL] Um, yeah, after we paid that, that was, uh, with the payment of that claim, the maximum inpatient hospital benefit has been met for that period of confinement, yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What I thought. OK, what's the check number?
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check number 20.
[AGENT][NEUTRAL] 474487.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] And it was dated 527.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] It was dated [PII], the check?
[AGENT][NEUTRAL] Uh, let me double check that for you real quick.
[AGENT][NEUTRAL] Uh, yes, it looks like it was a single check. Uh, we issued it on [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much, my dear. I hope you have a great weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Great thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks. Appreciate it.
[AGENT][NEUTRAL] Right, bye.
[CUSTOMER][NEUTRAL] Hi.