AccountId: 011433970860
ContactId: 706a7752-e09d-4bb2-806d-3dcf59fa0f91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311420 ms
Total Talk Time (AGENT): 71484 ms
Total Talk Time (CUSTOMER): 81161 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/706a7752-e09d-4bb2-806d-3dcf59fa0f91_20250313T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I'm calling to see if you received the claim from us, please, for a member.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can I please get your call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And did you say you're [PII]?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] The phone cut out when you were saying it. OK, perfect.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] I'm sorry about that and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, I have.
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] 251-814-7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service of the claim and the charge amount?
[CUSTOMER][NEUTRAL] [PII] $1,462.
[AGENT][NEUTRAL] OK, and then is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] They applied 1,169 and 40 cents to their deductible.
[AGENT][NEUTRAL] OK, and then can you give me the name of the facility you're calling from please, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, this is Cleveland Clinic Florida.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look this claim up for you and I will be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Miss. [PII]. So looking on data service of [PII] and the amount of $1,462 I did not find a claim on file.
[CUSTOMER][NEUTRAL] You don't have the claim on file, OK, so let me confirm one more thing then. The, um, what is the claim submission address? Is that [PII]?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And we need to submit the.
[CUSTOMER][NEUTRAL] The EOB then I don't know what happened.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] We'll do that.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, nothing else, [PII], I'll just take a reference uh for the call.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye now.
[AGENT][NEUTRAL] Bye-bye.