AccountId: 011433970860
ContactId: 65d629e3-0220-4a90-b2cb-8c995ddf5131
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186940 ms
Total Talk Time (AGENT): 53440 ms
Total Talk Time (CUSTOMER): 74400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/65d629e3-0220-4a90-b2cb-8c995ddf5131_20250603T14:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, um, your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I'm a provider calling from AdventHealth Orlando. I'm calling just to verify if you've got a claim on file for a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, that policy number I have is.
[CUSTOMER][NEUTRAL] 02236678 MLB
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that's [PII] and that's the direct line.
[AGENT][NEUTRAL] OK, thank you, ma'am. And make sure you can verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII], [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Data service is.
[CUSTOMER][NEUTRAL] The date of service I have is [PII].
[CUSTOMER][NEUTRAL] And it's for $1,709.
[AGENT][NEUTRAL] OK, thank you. And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] $110.
[CUSTOMER][NEUTRAL] They left $110 co-pay.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] I do not show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, the address I have is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that is correct. Uh, if you like, I can give you a fax number if you like to fax the claim to our office.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it is um [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Do you have a car reference number?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK. And that'll be all.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL, Ms. [PII], and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Right.