AccountId: 011433970860
ContactId: 569329d0-28d1-4d63-8d72-7d6b992c9c36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222050 ms
Total Talk Time (AGENT): 69848 ms
Total Talk Time (CUSTOMER): 141588 ms
Interruptions: 6
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/569329d0-28d1-4d63-8d72-7d6b992c9c36_20250616T13:15_UTC.wav
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[AGENT][NEUTRAL] This is [PII] with APL. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII] calling from Advent Health to check the status of the claim.
[AGENT][NEUTRAL] I can help you with claim status, [PII]. Where did you say you're calling from again?
[CUSTOMER][NEUTRAL] I went to [PII].
[AGENT][NEUTRAL] OK, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[CUSTOMER][NEUTRAL] You are calling from Advent Health for loan. This is a claim status.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] 02451577 ML 8.
[AGENT][NEUTRAL] OK give me just a moment.
[CUSTOMER][NEUTRAL] OK. Yeah, it's 267409-84899.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] That's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And do you have the claim number or?
[AGENT][NEUTRAL] The date of service.
[CUSTOMER][NEUTRAL] I just have the date of service.
[AGENT][NEUTRAL] OK. And what is that?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the charges are $639.71. So the first number I is going to be 692.
[CUSTOMER][NEUTRAL] Can I buy 22 090133.
[AGENT][NEUTRAL] I'm not showing any claims for that date of service.
[CUSTOMER][NEUTRAL] OK. Can I get the numbers effective and termination dates of the policy?
[CUSTOMER][NEUTRAL] Yeah. It's [PII] S.
[AGENT][NEUTRAL] Looks like this policy has an effective date of [PII]. It is currently active.
[CUSTOMER][NEUTRAL] So the last name is [PII] [PII]. OK. Can I get the mailing address for the second one?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is the attention to.
[AGENT][NEUTRAL] Uh, you'll do attention claims department.
[CUSTOMER][NEUTRAL] What is the timely filing limit?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] and can I get the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And yeah, so yeah, can I get the call reference number? Yes, I have his number. We want.
[AGENT][NEUTRAL] OK, so we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII]
[CUSTOMER][NEUTRAL] 7385.
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great day.