AccountId: 011433970860
ContactId: ea645bcb-b87f-4155-894d-40c9bd12a056
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166800 ms
Total Talk Time (AGENT): 72569 ms
Total Talk Time (CUSTOMER): 57637 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ea645bcb-b87f-4155-894d-40c9bd12a056_20250318T13:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. I'm calling from West Kendall Baptist Hospital regarding a claim.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with your claim, and I didn't hear you. Did you say [PII] or [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sure. 02312849 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] $11,317 even.
[AGENT][NEUTRAL] $17. OK, hold on one moment.
[AGENT][NEUTRAL] So we don't have any claims on file for [PII] or [PII] or that range. Was it submitted to to secondary or just primary?
[CUSTOMER][NEUTRAL] No, it was, um, it was faxed over for a secondary, um, [PII].
[AGENT][NEUTRAL] Yeah, we haven't received any claims for her since [PII], but there's no timely filing, so you can um resubmit it if you like and we'll go ahead and process it for you.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, um, can I go ahead and fax it?
[AGENT][NEUTRAL] Yes, you can fax it, you can send it electronically or you can mail it however you prefer.
[CUSTOMER][NEUTRAL] OK, and the fax is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. I'm sorry, you said again your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I know, OK.
[CUSTOMER][POSITIVE] OK perfect I'll go ahead and fax it over thank you so much. Is there a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you again, [PII].
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Alright, well, thanks for calling API. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.