AccountId: 011433970860
ContactId: 1dc6f359-2ee4-4fa5-847d-565696614b6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 597739 ms
Total Talk Time (AGENT): 245947 ms
Total Talk Time (CUSTOMER): 170861 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/1dc6f359-2ee4-4fa5-847d-565696614b6f_20250206T13:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Advent Health.
[AGENT][NEUTRAL] I'm sorry, what was your name? I can barely hear you.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] OK, [PII]. Good morning. How can I help you today?
[CUSTOMER][NEUTRAL] I'll call you to verify the general claim status.
[AGENT][NEUTRAL] OK, you have one claim to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you and what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Uh, so, yeah.
[CUSTOMER][NEUTRAL] So the number ID is 001, uh sorry, just one moment.
[CUSTOMER][NEUTRAL] Yeah. So it is 01912860. M as in Mike, L as in Lima 7.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount please?
[CUSTOMER][NEUTRAL] The rate of service is [PII] and the bill amount is $5,279.15.
[AGENT][NEUTRAL] And you said the data service is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the total bill amount is 5279.15, is that also correct?
[CUSTOMER][NEUTRAL] Yes, 5279.15 yes.
[AGENT][NEUTRAL] 5,279 dollars.15 cents.
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], so this claim was received. The received date was [PII]. It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3558732.
[CUSTOMER][NEUTRAL] Could, could you please repeat the claim number?
[AGENT][NEUTRAL] 3558732.
[CUSTOMER][NEUTRAL] OK, 355. OK. So now when you received this claim on [PII].
[AGENT][NEUTRAL] Let me go back to that screen, just a moment. No. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Processed on [PII].
[CUSTOMER][NEUTRAL] OK, so the receive on [PII], right?
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] You please repeat the received claim the received date.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Claim received date.
[CUSTOMER][NEUTRAL] When did you receive this claim?
[AGENT][NEUTRAL] One, yes, ma'am, I've given that to you, but I'll give that to you again. It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Process date [PII].
[CUSTOMER][NEUTRAL] OK. So now, uh,
[CUSTOMER][NEUTRAL] Could you please provide me the payment details?
[AGENT][NEUTRAL] OK, there was the remarks on this claim state all payable benefits for this charge were applied to the policy's emergency room deductible.
[AGENT][NEUTRAL] This deductible is assessed for treatment of a sickness provided in the hospital's emergency room.
[CUSTOMER][NEUTRAL] OK, platoon
[AGENT][NEUTRAL] There was a $100.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Benefit amount applied towards the policy's emergency room deductible.
[CUSTOMER][NEUTRAL] OK, so $100 what's the deductible. OK. So now,
[CUSTOMER][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, hello, are you there?
[AGENT][NEUTRAL] Yes, ma'am, I am.
[CUSTOMER][NEUTRAL] Now could you just provide me one thing like.
[CUSTOMER][NEUTRAL] Is the patient met the annual deductible amount?
[AGENT][NEUTRAL] This policy has an emergency room deductible to be met.
[AGENT][NEUTRAL] On this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you need a copy of this excellent course, it was mailed to the provider you've not had time to mail it because this claim was just processed a couple of days ago, but you should be able to go to our portal if you need a copy of it.
[AGENT][NEUTRAL] And print it.
[CUSTOMER][NEUTRAL] OK, so they
[CUSTOMER][NEUTRAL] You will be mailed to providers at this, right?
[AGENT][NEUTRAL] I'm sorry, your voice is going out, [PII]. I can barely hear you. What did you say?
[CUSTOMER][NEUTRAL] Sorry for the inconvenience. So, the, the explanation of benefits mailed to the provider's address, right?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, we will, yes, a copy has been mailed. If you need a copy of it, now you can print it by going to our portal.
[AGENT][NEUTRAL] And the website for our portal is secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now the provider address is uh just to confirm it is [PII].
[AGENT][NEUTRAL] I'm sorry, what was the number you just gave me?
[CUSTOMER][NEUTRAL] No, I just said this.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yeah, what did I say what, I, I did not understand what you said.
[CUSTOMER][NEUTRAL] Providers, provider address.
[AGENT][NEUTRAL] Provider what?
[CUSTOMER][NEUTRAL] Address.
[AGENT][NEUTRAL] What is the address for your provider? Is that what you're asking me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Actually, he sent, yeah, yeah.
[AGENT][NEUTRAL] It would have been the address.
[AGENT][NEUTRAL] It would have gone to what?
[CUSTOMER][NEUTRAL] You send you will be to provider.
[AGENT][NEUTRAL] Yes, ma'am. What was on the claim?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] So now we send you like you send you the provider address, right? I'm just confirming like you saying the provider's address that's it.
[AGENT][NEUTRAL] It was sent to AdventHealth.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] AdventHealth [PII].
[CUSTOMER][NEUTRAL] OK, thanks for that, uh, thing. So could you please spell out your name for me?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII] A C I first initial to last name, S as in Sam, and my name along with today's date would be your call reference number.
[CUSTOMER][NEUTRAL] OK. So it is C H R I S T L E, right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. See.
[CUSTOMER][NEUTRAL] Could you please repeat that again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thanks for that thing.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, it's nice speaking with you. Have a great day ahead.
[AGENT][POSITIVE] Yes, ma'am. You too, and I um thank you again for calling [PII]. That's all that I can help you with.
[CUSTOMER][POSITIVE] Yeah, that's it. Thanks for that information. Bye-bye.
[AGENT][POSITIVE] Oh, all right then. Thank you. Bye-bye.