AccountId: 011433970860
ContactId: 2b79ff94-91d9-493d-ba35-a1fd0d5402d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299390 ms
Total Talk Time (AGENT): 119006 ms
Total Talk Time (CUSTOMER): 97090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2b79ff94-91d9-493d-ba35-a1fd0d5402d6_20250107T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm [PII] calling from Advent Health to check on claims. Could you please spell out your name for me?
[AGENT][NEUTRAL] [PII] and I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Yes, your last initial, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it. Thank you. And the member's ID here we go. It's [PII].
[AGENT][NEUTRAL] I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. That would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] [PII] it's a direct line and it has no extension.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it's going to be [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] OK thanks for that information, [PII], and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] See if I can get the date of service and total bill amount.
[CUSTOMER][NEUTRAL] Uh, the date of service would be [PII] with the total charge $10,876.18.
[AGENT][NEUTRAL] OK, and did you say [PII]?
[CUSTOMER][POSITIVE] You are right.
[AGENT][NEUTRAL] Is this for the facility charge?
[CUSTOMER][NEUTRAL] Yes, it's the first City which is it, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][POSITIVE] Yes, yeah, you got it right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I'm showing that the claim was received.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The claim was received on, go ahead, December.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Processed on [PII], issuing a payment of 250.
[AGENT][NEUTRAL] That exhausted the benefit under this policy?
[AGENT][NEUTRAL] And let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Claim was paid on?
[AGENT][NEUTRAL] The date the claim was paid [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, with the amount, please?
[AGENT][NEUTRAL] 250 $250 which is the maximum benefit.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the claim number is 354.
[AGENT][NEUTRAL] 7396.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], you can also check your status on our online service center at [PII].
[AGENT][NEUTRAL] And any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, could you please help me with the claim's mailing address?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And the pay ID?
[CUSTOMER][NEUTRAL] Uh, the mailing address to be the same.
[AGENT][NEUTRAL] OK, are you needing the address for APL or the address as to where the check was mailed?
[CUSTOMER][NEUTRAL] Uh, to build a claim.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, what is,
[CUSTOMER][NEUTRAL] Uh, I missed it. I'm sorry. What is that after 9:50?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. The city is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII]
[CUSTOMER][NEUTRAL] City and state about [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] The city and state of about [PII].
[AGENT][NEUTRAL] The city is [PII].
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The payer ID please.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK. And how about the timely filing limit to bill of claim?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, the timely filing a to be a claim.
[AGENT][NEUTRAL] There's no timely filing limit to submit the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how about the caller reference number?
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Anna, and have a good day.
[CUSTOMER][NEUTRAL] Your call reference number, please?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.