AccountId: 011433970860
ContactId: 5519f88e-77be-472a-ab59-8a115c068f17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224110 ms
Total Talk Time (AGENT): 96350 ms
Total Talk Time (CUSTOMER): 112620 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5519f88e-77be-472a-ab59-8a115c068f17_20250219T16:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I am with Orlando Health, Doctor P. Phillips Hospital. I'm trying to follow up on a claim that we faxed over.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Thank you. My direct number is area code [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Policy number, it is, let me get that, um 1618522 M as in Mary, L as in Lisa, number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that claim status. What is the data service?
[CUSTOMER][NEUTRAL] Data services for 826-2024.
[AGENT][NEUTRAL] What is the bill amount?
[CUSTOMER][NEUTRAL] Total bill amount is $16,222.97.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Orlando Health, Doctor P. Phillips Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], I'm showing that we did receive that claim on [PII].
[AGENT][NEUTRAL] Claim was processed and paid on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the amount of $189 to Orlando Health.
[AGENT][NEUTRAL] Now with the payment of the claim that did max out their outpatient benefit for the calendar year.
[AGENT][NEUTRAL] That was the remaining benefit available.
[CUSTOMER][NEUTRAL] OK, I do see that now.
[CUSTOMER][NEUTRAL] I see the payment posted on it just posted yesterday here the [PII]. OK, so the 18,930, so then the remaining balance of 4,58293.
[CUSTOMER][POSITIVE] That's gonna be patient responsibility.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That would be determined by the provider. We don't determine patient responsibility.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The pier.
[CUSTOMER][NEUTRAL] OK. Can you provide me with the um claim number, please?
[AGENT][NEUTRAL] Yes ma'am, that claim number is 355.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8415.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3558415. OK. And you did make a payment for 18,930.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you said the benefits have been maxed out. That's why that was just that payment, OK.
[AGENT][POSITIVE] That did max out the benefit for the calendar year, yes ma'am.
[CUSTOMER][POSITIVE] OK, perfect. May I have a
[CUSTOMER][NEUTRAL] Reference number for the call please.
[AGENT][NEUTRAL] The reference number would be my name in today's date. I spell my name [PII], first initial of my last name.
[CUSTOMER][NEUTRAL] That's how I spelled it.
[AGENT][POSITIVE] You get a start for the day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] And the reference number is my name and today's date.
[CUSTOMER][NEUTRAL] OK. And, again, what is the, what is the first initial to your last name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK. And today's date. Perfect. Thank you so much. You enjoy the rest of your day.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] My pleasure and thank you for calling APL [PII]. You have a wonderful afternoon as well. Take care.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm.