AccountId: 011433970860
ContactId: 4e15b09d-9b2e-45d9-9b04-3f0bbd3f5988
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233529 ms
Total Talk Time (AGENT): 94726 ms
Total Talk Time (CUSTOMER): 47574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4e15b09d-9b2e-45d9-9b04-3f0bbd3f5988_20250409T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from AdventHealth, and I was calling to check on claim status.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02496271.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Yes, data service is [PII]. Total charges $24,082.81.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so it's gonna be.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The reason I'm hesitant, we received two claims for this data service, but.
[AGENT][NEUTRAL] It's a different total bill. Let me see, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I found it.
[AGENT][NEUTRAL] Alright, so it looks like we received the claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 5154.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider.
[AGENT][NEUTRAL] A total of $7,658.13.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need that check information?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so it was a single check. It was issued on [PII].
[AGENT][NEUTRAL] Um, it was mailed to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's correct.
[CUSTOMER][NEUTRAL] And do you have the check number?
[AGENT][NEUTRAL] Uh check number 203.
[AGENT][NEUTRAL] 7268.
[CUSTOMER][NEUTRAL] OK, and can I have your name and a reference number, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you very much. Have a good day.
[AGENT][POSITIVE] You're very welcome. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.