AccountId: 011433970860
ContactId: 03ce3f3d-5b5f-477e-8440-10d75de32a08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164889 ms
Total Talk Time (AGENT): 54007 ms
Total Talk Time (CUSTOMER): 69202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/03ce3f3d-5b5f-477e-8440-10d75de32a08_20250425T12:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How's it going? This is [PII]. I'm calling from Bravado's office trying to get claim status.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number for the patient 02312664 M for Mary L for Lima 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, so yesterday.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] $41,853 even.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yesterday I've been looking.
[CUSTOMER][NEUTRAL] I got crazy and I got a Wendy's fish sandwich.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] I haven't
[CUSTOMER][NEUTRAL] HCA Florida Mercy Hospital.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Pizza
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like a regular
[CUSTOMER][NEUTRAL] like the sugar
[AGENT][NEUTRAL] So we only received 2 claims for that data service, but none of them are from your provider, so there's no claim on file.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You mind giving me your payer ID?
[AGENT][NEUTRAL] Sure, 60.
[CUSTOMER][NEUTRAL] You get used to
[AGENT][NEUTRAL] 80
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Thank you ma'am, is there any call reference number?
[AGENT][NEUTRAL] Um, there's no call reference number. You can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you man I appreciate it.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] That should be it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APR. Have a great weekend.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Same for you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Great conversation
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah.
[CUSTOMER][NEUTRAL] Well, who is telling [PII].