AccountId: 011433970860
ContactId: 29c20c4b-5cab-42f0-9982-fa5cbde3f313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163460 ms
Total Talk Time (AGENT): 48734 ms
Total Talk Time (CUSTOMER): 73238 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/29c20c4b-5cab-42f0-9982-fa5cbde3f313_20250204T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling for the provider.
[CUSTOMER][NEUTRAL] Just a moment. It's Florida Women Care LLC. Please be informed that this call is being recorded and monitored for quality and training purposes. I'm calling to check on a claim status.
[AGENT][POSITIVE] All right, [PII]. I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 2
[CUSTOMER][NEUTRAL] Sorry, it's 02224472. M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you for that. And then if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. Patient's first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. What is the date of service?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. And the total charges is $892 even.
[AGENT][NEUTRAL] I'm not showing any claims on file for that date of service for [PII].
[CUSTOMER][NEUTRAL] I don't see any claim on file.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] For the date of service, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I know the effective date of the patient's policy?
[AGENT][NEUTRAL] Patient's effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] May I know the patient has any other insurance?
[AGENT][NEUTRAL] We do not have that information. You would need to check with the insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name again is [PII], which is [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you so much, sir. Thank you for your assistance. Have a great day.
[AGENT][NEUTRAL] You too. Bye bye.