AccountId: 011433970860
ContactId: f742969b-1a53-4de5-be56-7ea40f4f8c9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279459 ms
Total Talk Time (AGENT): 94058 ms
Total Talk Time (CUSTOMER): 57821 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f742969b-1a53-4de5-be56-7ea40f4f8c9d_20250319T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with uh South Miami Hospital. I need to see if you guys received this claim from us.
[AGENT][NEUTRAL] OK, Ms. [PII], I can check the claim status for you. Can you please give me your callback number just in case the call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], that's correct.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02054391ML8 and it's [PII] [PII] date of birth.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] OK, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the charge amount was 46,865.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Was 149 27 that's or copay.
[AGENT][NEUTRAL] OK, thank you and what real quick again, can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] [PII] Miami, OK.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a brief hold while I look up this claim and I will be right back.
[CUSTOMER][POSITIVE] I will be right here. Thank you, my dear.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah shoot, go back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I've got the claim pulled up. The claim number is 3572848. The claim has been paid um with check number 2031708.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the amount of 149. 27.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the check was issued on [PII] and sent to South Miami Hospital. The check has not cleared obviously because it was just sent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Right, right. Perfect, perfect. Thank you, Ms. [PII]. I so appreciate you, my dear.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, honey, that's it. We're good to go.
[AGENT][POSITIVE] OK, well, you have a wonderful rest of your night and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Take care, OK?
[AGENT][POSITIVE] Bye-bye, Ms. [PII]. You too, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.