AccountId: 011433970860
ContactId: 333028d6-a519-4a59-b272-418f9af6410e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272260 ms
Total Talk Time (AGENT): 103745 ms
Total Talk Time (CUSTOMER): 77967 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/333028d6-a519-4a59-b272-418f9af6410e_20250625T15:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for claim status on a member.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] AdventHealth Central Care.
[AGENT][NEUTRAL] You said aspen?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What's the name again?
[CUSTOMER][NEUTRAL] Advent Health Centra Care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm showing 02581528.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] That's for [PII] for $498 even.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. Let me see if I can find this claim and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, let me pull this ERP and for future you can check claim status online through our website at [PII] and that's just optional. gonna be a minute.
[CUSTOMER][NEUTRAL] What was that again? [PII] what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm still waiting on the EOB to pull up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we processed the claim on [PII] and we send a benefit amount of $40 to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you guys pay $40. Can I have that claim number, please?
[AGENT][NEUTRAL] Sure, the claim number is 361-0380.
[CUSTOMER][NEUTRAL] Is there a patient responsibility?
[AGENT][NEUTRAL] Um, let me check the primary OK.
[AGENT][NEUTRAL] One moment, let me pull the primary ELB.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well it looks like.
[AGENT][NEUTRAL] Looks like that that's on the $40 is the one that they applied towards the copayment and that was the only member's responsibility I see here listed.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, um, I, I'm only asking because I'm showing a little off 10 bucks here, but I'll investigate that. Can you, um, also give me like a check number or EFT? Was it a paper claim?
[AGENT][NEUTRAL] Mhm. Check number.
[AGENT][NEUTRAL] Yeah, it was a paper check, a single check. and the check number is 2048809.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 09 and can I also have a reference um number for the call?
[AGENT][NEUTRAL] We do have reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] OK, thank you so enjoy the rest of your day.
[AGENT][POSITIVE] You as well, Miss [PII], and thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.