AccountId: 011433970860
ContactId: 56c0d8db-105f-4fb7-bd1b-bd9daa59091f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323989 ms
Total Talk Time (AGENT): 103608 ms
Total Talk Time (CUSTOMER): 112776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/56c0d8db-105f-4fb7-bd1b-bd9daa59091f_20250207T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] from AdventHealth. I was checking for the claim status.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, just give me a moment.
[CUSTOMER][NEUTRAL] Um, yeah, it is 250-566-2.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] I'll then get back on them getting exchanges to the IO.
[AGENT][NEUTRAL] May I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], with the date of birth, [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what is the date of service?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] with the total bill charges $256,453.30.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, can you repeat that? After the primary means?
[AGENT][NEUTRAL] Do you, yeah, do you have a build amount after the primary?
[CUSTOMER][NEUTRAL] Yeah, I do have the bill, total bill amount. That's what I mentioned, right?
[AGENT][NEUTRAL] No, the bill amount after the primary, after what was the amount due after the primary paid?
[CUSTOMER][NEUTRAL] OK. So, OK, just give me a moment, yeah. The, after the primary, the left out amount that has been transferred to commercial was $4,573.92.
[AGENT][POSITIVE] All right. Thank you so much. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like we did receive this claim [PII].
[AGENT][NEUTRAL] There was a benefit payment there was a benefit payment made in the amount of $2450.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] This this was processed [PII].
[CUSTOMER][NEUTRAL] Uh, can you give me the claim number and receive date?
[AGENT][NEUTRAL] Claim number is 349.
[AGENT][NEUTRAL] 4201.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The claim was received [PII].
[CUSTOMER][NEUTRAL] OK, so the received and processed date is our same, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh, Health Smart, right? The insurance name.
[AGENT][NEUTRAL] Um, we are American Public Life for the secondary insurance.
[CUSTOMER][NEUTRAL] OK. Uh, so the claim number 349-4201, right? 349-4201, yeah. OK. So as for the loan amount, the payment has been done, right?
[AGENT][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] There was a benefit payment sent in the amount of $2450 correct?
[CUSTOMER][NEUTRAL] OK. So, I just have it out. Uh, since the amount has been transferred with the amount, I mean, the remaining amount was transferred, that is $4,573.92. Was there any, uh, patient responsibility? Was there any?
[AGENT][NEUTRAL] We're not able to advise on the patient responsibility. That's up to the facility or provider.
[CUSTOMER][NEUTRAL] OK. OK. Can you spell out your name and help me out with the call reference?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My name is [PII], that's [PII].
[AGENT][NEUTRAL] [PII]. My last initial is [PII].
[CUSTOMER][NEUTRAL] OK. So your name, initial, and today date, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you for the information, [PII]. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You too.