AccountId: 011433970860
ContactId: f083662f-a069-4ebf-b421-0b2fbd83f06f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164070 ms
Total Talk Time (AGENT): 65223 ms
Total Talk Time (CUSTOMER): 71088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f083662f-a069-4ebf-b421-0b2fbd83f06f_20250623T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good afternoon. This is [PII] from Baptist Hospital of Miami. I was calling to check on the status of a claim, please.
[AGENT][NEUTRAL] I can verify claim status. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Sure. 02565825.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Um, date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, [PII] of this year, um, the amount of the claim was $367. We had a $220.20 that was sent to you guys as secondary, please.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like this process under claim number 3604044 looks like a benefit amount of $220.20.
[AGENT][NEUTRAL] $220.20 processed to you.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Maybe we haven't gotten it yet. Um.
[CUSTOMER][NEUTRAL] Mm, do you know, uh, she's supposed to be here, well, it's kind of taking long. Do you know if, um, what's the date? [PII]. OK. Do you know when the, when it was checked was mailed though that date [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I allow some more time. OK, is there a check number, please, [PII]?
[AGENT][NEUTRAL] Yes, let me get that pulled up.
[AGENT][NEUTRAL] Check number is 2045802.
[CUSTOMER][POSITIVE] OK, alright, great, I'll allow some more time for that payment to come in. Have a great evening. Thank you, [PII].
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Thank you. You too. Bye bye.