AccountId: 011433970860
ContactId: 3da13eab-13f0-42f2-b37b-4526902e964b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253360 ms
Total Talk Time (AGENT): 91336 ms
Total Talk Time (CUSTOMER): 171533 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/3da13eab-13f0-42f2-b37b-4526902e964b_20250523T15:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Advent Health to check the status of a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] The member ID is 0245413 Mary Lima 8.
[AGENT][NEUTRAL] Uh, it's missing the number. Can you, do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Yeah, I have got.
[CUSTOMER][NEUTRAL] Yes sir I have opened it.
[AGENT][NEUTRAL] Can you repeat that number because it's missing a number.
[CUSTOMER][NEUTRAL] That's correct. But our patient has it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ms. [PII], can you repeat the policy number because it's missing a number?
[CUSTOMER][NEUTRAL] Yeah, just a moment because I'm unable to identify the uh ID on the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It should be at the bottom of the card, may say in hospital or outpatient benefit.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, just a moment. Yeah, in hospital.
[CUSTOMER][NEUTRAL] Uh, in hospital, it's 02454143 ML 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 4:30. OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Sure. [PII], last initial [PII]. And Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII] and the total charges are $12,353.65.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][POSITIVE] Uh, that's $350 even. that's right.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEGATIVE] No. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] I went to [PII]. But, uh, uh, for Medicare supplement policy plan can cover that a deductible price so they can send the primary limit for you.
[AGENT][NEUTRAL] Uh, show that claim process is needing the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Could you please let me know when the payment was received.
[AGENT][NEUTRAL] Uh, claim received [PII].
[CUSTOMER][NEUTRAL] Uh, claim number, please.
[AGENT][NEUTRAL] 36029887
[CUSTOMER][NEUTRAL] mail.
[CUSTOMER][NEUTRAL] It was pended for primary, OK.
[AGENT][NEUTRAL] Uh, correct, we need primary EOB.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, could you please let me know the mailing address? I need the time of it.
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Attention to OK thank you kindly filing limit.
[AGENT][NEUTRAL] Claims department.
[AGENT][NEUTRAL] Uh, there's no time limit.
[CUSTOMER][NEUTRAL] Can I get the caller from speaking? That is the name of.
[AGENT][NEUTRAL] Uh, you may use my name at today's date call reference.
[CUSTOMER][POSITIVE] OK, I told him it was not, but thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day, [PII].
[AGENT][NEUTRAL] Bye.