AccountId: 011433970860
ContactId: 4fe2ca1a-3d8a-4f8d-a34a-3f9a982d4247
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320950 ms
Total Talk Time (AGENT): 93892 ms
Total Talk Time (CUSTOMER): 75058 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4fe2ca1a-3d8a-4f8d-a34a-3f9a982d4247_20250117T19:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for the provider.
[CUSTOMER][NEUTRAL] Orange care physician partners of Florida LLC. Please note this call will be recorded and monitored for quality and training purposes, and I'm calling to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], so you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] 22 claims.
[AGENT][NEUTRAL] Are they for the same member or two different patients?
[CUSTOMER][NEUTRAL] Two different patients.
[AGENT][POSITIVE] Yes, [PII], I can help you with this, and you would use my name that I gave you along with today's date as your call reference number for each one.
[AGENT][NEUTRAL] Also, any information [PII] that I provide for you today will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And lastly, if we do have the claims on file and you need a copy of either explanation of benefits.
[AGENT][NEUTRAL] Our portal website for you to go to to print those yourself will be secured.
[CUSTOMER][NEUTRAL] Yes, I need the.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is a good callback number for you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. So direct line there is no question, sir.
[AGENT][NEUTRAL] And what is the patient's policy number, please?
[AGENT][NEUTRAL] First one.
[CUSTOMER][NEUTRAL] The patient policy number is going to be 022. I mean, I do start with that again, it's not 022. It is
[CUSTOMER][NEGATIVE] Mm no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number is going to be
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 444 7
[CUSTOMER][NEUTRAL] 90 M as in Mike, L as in Lima, B as in Bravo.
[AGENT][NEUTRAL] OK, that actually would be an 8 instead of a B.
[CUSTOMER][NEUTRAL] Yes, it's 8.
[AGENT][NEUTRAL] OK, and any information that I do provide, as I said, it will be a verification of benefits and not a guarantee of payment on this policy. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is [PII], the last name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] The date of service was [PII] and the total bill amount is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that right? Do you like?
[CUSTOMER][NEUTRAL] Yes [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And build them out.
[CUSTOMER][NEUTRAL] The total bill amount to us.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] $615.02. 61.02.
[AGENT][NEUTRAL] How much
[AGENT][NEUTRAL] 61, uh say the amount again?
[CUSTOMER][NEUTRAL] $615.02.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And what is the name of the facility or the provider group?
[AGENT][NEUTRAL] Alex.
[AGENT][NEUTRAL] Alex.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you able to hear me?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII], are you able to hear me?