AccountId: 011433970860
ContactId: 4d7a75e6-d5c6-47f3-91ad-0c1e3c2495df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170800 ms
Total Talk Time (AGENT): 53830 ms
Total Talk Time (CUSTOMER): 76179 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/4d7a75e6-d5c6-47f3-91ad-0c1e3c2495df_20250307T15:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] from AdventHealth, and I was calling to check on claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 0242488 M as in mom.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEUTRAL] Uh, it sounds like it's missing a number. Can you give that to me one more time? I'm sorry.
[CUSTOMER][NEUTRAL] 02424882 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII] of this year, $17,125.82.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do you guys have the claim on file or have the EOP?
[AGENT][NEUTRAL] Well, I just need to verify the balance after primary.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] AdventHealth Orlando.
[AGENT][NEUTRAL] OK, yeah, I don't show we received the claim.
[CUSTOMER][NEUTRAL] OK. Um, do you have anything from us on that day?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, let me verify we have the correct address. Do you, I mean, do you still need the balance after?
[AGENT][NEUTRAL] Well, no, since I don't show we received the claim, but we do, if you submit the claims, uh, submit the primary EOB.
[CUSTOMER][NEUTRAL] Or is that only if you had the claim on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, the address we have is [PII].
[AGENT][POSITIVE] Oh, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and send it over again. um, can I have your name and a reference number?
[AGENT][NEUTRAL] Sure. Uh my name is [PII] We don't give reference numbers, but you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] OK, alright, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII] and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.