AccountId: 011433970860
ContactId: 06c2846a-140d-41d1-86d3-92b4ae531da2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 79369 ms
Total Talk Time (CUSTOMER): 41968 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/06c2846a-140d-41d1-86d3-92b4ae531da2_20250502T15:16_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] Hello, [PII]. This is [PII] calling from AdventHealth, checking on claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the claim status, G, and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] Alright and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 018
[CUSTOMER][NEUTRAL] 2913
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. B as in Bravo.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. And can you um provide the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The amount will be $4,416.42.
[AGENT][NEUTRAL] $4,416.42?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the facility on on the claim?
[CUSTOMER][NEUTRAL] Um, just a second.
[CUSTOMER][NEUTRAL] AdventHealth celebration?
[AGENT][NEUTRAL] Alright, here we go.
[AGENT][NEUTRAL] So I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] My claim number is 359.
[AGENT][NEUTRAL] 6442.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider.
[AGENT][NEUTRAL] A total of $200.
[AGENT][NEUTRAL] Did you need the check information?
[CUSTOMER][NEUTRAL] Is there any payment number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So there's a single check, number 2042167.
[AGENT][NEUTRAL] In the amount of $200 it was issued on [PII], so yesterday.
[AGENT][NEUTRAL] And it was mailed to.
[CUSTOMER][POSITIVE] OK. Thank you for this.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Your name and the call reference?
[AGENT][NEUTRAL] Sure, so my name is [PII] First initials of my last name is [PII].
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for helping me out today. Have a nice day.
[AGENT][POSITIVE] You're welcome, G. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.