AccountId: 011433970860
ContactId: 783ae5e2-84a0-47fc-9ad7-49a35c1915b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167160 ms
Total Talk Time (AGENT): 64245 ms
Total Talk Time (CUSTOMER): 58153 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/783ae5e2-84a0-47fc-9ad7-49a35c1915b9_20250115T21:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from AdventHealth, and I am calling for a claim status, please.
[AGENT][NEUTRAL] OK, I can help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Policy number is.
[CUSTOMER][NEUTRAL] 01967201 M as in Mike L as in Lima 8
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[CUSTOMER][NEUTRAL] Service date is gonna be [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] $500.
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I locate the claim for you.
[AGENT][NEUTRAL] And can you verify the, oh, you said it was Aspen Health?
[CUSTOMER][NEUTRAL] No, Advent.
[AGENT][NEUTRAL] For the provider? Advent, OK.
[CUSTOMER][NEUTRAL] Yeah. AdventHealth and the tax ID number [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] And that claim number is 344.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 7367.
[AGENT][NEUTRAL] And on [PII].
[AGENT][NEUTRAL] The claim was denied because office visits are not covered on this policy.
[CUSTOMER][NEUTRAL] All right, claim and office visits are not covered on this policy. OK, is that, is that all, is that why it was denied? That's it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And [PII], can I get a reference number please for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I do hope you have a wonderful day.
[AGENT][POSITIVE] You also, and thanks for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.