AccountId: 011433970860
ContactId: 6e580eed-00ce-492f-8855-6bea98bd1bdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282070 ms
Total Talk Time (AGENT): 105219 ms
Total Talk Time (CUSTOMER): 128187 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/6e580eed-00ce-492f-8855-6bea98bd1bdc_20250213T19:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Advent Health.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] So I'll call you to verify the general claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So before that, could you please spell out your name for me?
[AGENT][NEUTRAL] Sure, [PII], last [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, thanks for that. The policy ID of the number is 02483142.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] So, it is [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] So the date of service is [PII] and the bill amount is $704 even.
[AGENT][NEUTRAL] OK. And do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you have the balance after the primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] So the primary leftover balance is $247.81.
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] It is Advent Health Orlando.
[AGENT][NEUTRAL] OK, and while I'm looking up information just to let you know, we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, I show that claim processed on yesterday, [PII], and a check was mailed out today in the amount of $247.81.
[CUSTOMER][NEUTRAL] Process, paid today, and could you please provide me the paid amount once?
[AGENT][NEUTRAL] $247.81.
[CUSTOMER][NEUTRAL] OK. And uh could you just provide me the check details?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Payment details whether it is check or EFT.
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] OK. So could you please provide me the check number?
[AGENT][NEUTRAL] 202-7435.
[CUSTOMER][NEUTRAL] OK, 202723. And may I know it is single check or bulk check?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] It is single check or by check?
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] OK. So now, could you please provide me the claim number?
[AGENT][NEUTRAL] 3562699.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, could you please provide me the thing like where you issue this check.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] For which mailing address you send this check.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, thanks for that confirmation. So now, one last thing, when was the claim received?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, 10. Thanks for that information. Now, could you please provide me the call reference number?
[AGENT][NEUTRAL] We don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Yeah, so thanks for that information. It's nice speaking with you. Have a great day ahead.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.