AccountId: 011433970860
ContactId: f175a2ed-7653-4d93-addc-4044190d4acb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172250 ms
Total Talk Time (AGENT): 80594 ms
Total Talk Time (CUSTOMER): 80936 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/f175a2ed-7653-4d93-addc-4044190d4acb_20250206T16:17_UTC.wav
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[CUSTOMER][NEUTRAL] Sit down, babe.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling to get claims.
[CUSTOMER][NEUTRAL] Excuse me, claim status please.
[AGENT][NEUTRAL] Was you?
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, what was your name?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] from Baptist Hospital, the Miami Cancer Institute in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, yes. [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have a policy number.
[CUSTOMER][NEUTRAL] Where is go here.
[CUSTOMER][NEUTRAL] It's 01797929.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Yes, [PII] of this year, [PII], and the amount of the claim was 8170.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1170. OK, um, now what's the, that the amount before or after, uh, their major medical paid?
[CUSTOMER][NEUTRAL] Before, before, um, the there's a $200 balance pending from APL. I'm not sure if you receive it.
[AGENT][NEUTRAL] As before.
[AGENT][NEUTRAL] 200. OK, thank you. All right, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and you did say Baptist Hospital. Alrighty, so I did find this claim, uh, so we did pay that $200 balance or excuse me, the benefit, um, I can get you that claim number and that check information whenever you're ready.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes, please. Yes, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, of course, so that claim number is 35.
[AGENT][NEUTRAL] 57
[AGENT][NEUTRAL] 376.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I've got that check number is 20.
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] 951.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alrighty, and it looks like this check was just issued [PII].
[CUSTOMER][POSITIVE] [PII]. OK, great. I thank you so much, [PII]. Have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's it for now. I ordered that stuff for you guys.
[AGENT][POSITIVE] Alright well thanks for giving us a call.
[AGENT][POSITIVE] Sure, thanks for giving us a call. Have a great rest of your day. You too. Bye bye.
[CUSTOMER][POSITIVE] Yes, thank you. Have a great day.
[CUSTOMER][POSITIVE] Yes, you too. Thank you. Bye-bye. Bye bye.
[AGENT][POSITIVE] Thank you.