AccountId: 011433970860
ContactId: 751e636e-23e5-4606-a516-38074a15bd65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190240 ms
Total Talk Time (AGENT): 87451 ms
Total Talk Time (CUSTOMER): 64288 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/751e636e-23e5-4606-a516-38074a15bd65_20250213T13:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I was trying to speak to someone where I can check on, um, claim status. We, uh, I just need to receive an EOB.
[AGENT][NEUTRAL] OK, go ahead and give me.
[AGENT][NEUTRAL] OK, go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII] from AdventHealth, 02100152, M as in mom, L 8.
[AGENT][POSITIVE] Alrighty, thank you for that information, [PII]. Now while I'm pulling this up.
[AGENT][NEUTRAL] Excuse me, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you for all that information, [PII]. Now, what's your patient's name and date of birth today, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Well it looks like she is the insured on this medical supplemental plan, and you did say you want to check the status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes, um, well, you guys did make a payment, but I just need to see, uh, we don't have an EOB to look at, um, [PII].
[AGENT][NEUTRAL] Go ahead with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's $228.
[AGENT][NEUTRAL] Let's see, [PII], let's see.
[AGENT][NEUTRAL] this be pulled up. How much did you say your total was?
[CUSTOMER][NEUTRAL] $228.
[AGENT][NEUTRAL] And where is your bill from?
[CUSTOMER][NEUTRAL] AdventHealth Orlando.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, ma'am. I do see it. And you want this it'll be faxed over to you this morning, [PII]?
[CUSTOMER][POSITIVE] I'd appreciate that if you could do that, yes.
[AGENT][POSITIVE] Yes, ma'am. I will go ahead and give me a good fax number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm gonna repeat that fax number back and make sure that I'm keying this in correctly, [PII], that's area code [PII]. Was that your correct fax number?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Alrighty, give me about 5 minutes and I'll get that faxed over to you, OK?
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII]. Is that all that I can help you with today?
[CUSTOMER][NEUTRAL] That is all. Could you spell your name for me though?
[AGENT][NEUTRAL] Will is [PII]
[CUSTOMER][POSITIVE] OK, I appreciate that. Thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am, [PII], and thanks for calling APO. You have a great rest of your day, OK?
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.