AccountId: 011433970860
ContactId: fcee3d21-73de-4cfc-8d29-0e2d98e1efe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460010 ms
Total Talk Time (AGENT): 175989 ms
Total Talk Time (CUSTOMER): 99719 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fcee3d21-73de-4cfc-8d29-0e2d98e1efe6_20250625T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I am calling from Florida University Hospital. I've spoken to [PII] on the [PII]. She was gonna look into some information and call me back. I have not heard anything, so I'm following up.
[AGENT][NEUTRAL] OK [PII], so you're following up is this on a claim?
[CUSTOMER][NEUTRAL] Correct, um, you guys had paid the patient instead of us, so I was, um, I had asked if that payment has been cashed by the patient. She said that she need to like into it and then would call me back and I haven't heard anything.
[AGENT][NEUTRAL] And you spoke with him again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Who did you speak with?
[CUSTOMER][NEUTRAL] Um, I believe her name was [PII].
[AGENT][POSITIVE] OK, so now we do not have a [PII] here at APL, but I'll be happy to look into this for you, [PII]. What is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number.
[CUSTOMER][NEUTRAL] Uh, the member's policy number that we were calling about is.
[CUSTOMER][NEUTRAL] 211
[CUSTOMER][NEUTRAL] Uh, 20, excuse me, 02192328 ML 8.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] And any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name first off and date of birth?
[CUSTOMER][NEUTRAL] It is Rito Rizzo 99 [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So I do see, [PII], where there had one of, um, another representative on the [PII] called and left you a voicemail.
[AGENT][NEUTRAL] To call her back regarding this?
[AGENT][NEUTRAL] Let me see if this person is available um to at the moment to speak with you regarding that, so give me just a second please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It's gonna take me just a moment. It doesn't.
[AGENT][NEGATIVE] It doesn't appear that the person that left you the message.
[AGENT][NEUTRAL] is currently available and if she is not [PII], I will send um an email to her asking her to give you a call but if you can give me just a moment to sit.
[CUSTOMER][NEUTRAL] So there's no information.
[AGENT][NEUTRAL] I don't have any, no, ma'am. No, ma'am. Again, it states that she left you a voicemail message on the [PII].
[CUSTOMER][NEUTRAL] Yeah, you can provide me like they didn't leave a message.
[CUSTOMER][NEUTRAL] OK, I did not receive anything and I checked my messages daily, so I'm not sure what has happened. I'm just trying to get this taken care of.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so [PII], the phone number you gave me, the [PII], that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] That is my direct line, yes.
[AGENT][NEUTRAL] OK, so yes ma'am, so I'm going to send an email.
[AGENT][NEUTRAL] She's a lady who left you the voicemail asking her to give you a call. I'm sorry that she's not available at the moment. It appears that she is in a meeting and I have not gotten a response um from the quick message that I just sent, so I am emailing her now, asking her to call you regarding this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I'm looking at my missed call from that day too and I don't see anything from.
[AGENT][NEUTRAL] Um, it shows, mm, yes, ma'am, I don't know. Um, and it does appear it's the same phone, actually, the phone number that we had.
[CUSTOMER][NEUTRAL] So I'm not sure why it happened.
[AGENT][NEUTRAL] [PII] 2nd.
[AGENT][NEUTRAL] It shows [PII]. Now, this could be a typo, I'm not sure, again, because this, I, I can't say. But instead of the phone number ending in [PII], it shows [PII].
[CUSTOMER][NEUTRAL] That's my fax number.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So that is, that is showing, you know, is just what is documented. But I am, I have re-verified the phone number with you and that is the phone number that I'm sending her to call you on.
[CUSTOMER][NEUTRAL] Yeah, so my phone number is [PII]. My direct line and then [PII] is my fax number.
[AGENT][NEUTRAL] Ending in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK then. All right, and I'll make a note of, of that also.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Well, is there anything else, [PII] at the moment that I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.