AccountId: 011433970860
ContactId: 859a33f4-e0fd-4200-9b5a-a557bfe9b3a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330070 ms
Total Talk Time (AGENT): 93307 ms
Total Talk Time (CUSTOMER): 116318 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/859a33f4-e0fd-4200-9b5a-a557bfe9b3a5_20250611T16:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling from Advent Health Orlando. Uh, I'm actually here for a claim inquiry. Can you please assist me with that?
[AGENT][POSITIVE] Yes I can. Can I get a callback number please?
[CUSTOMER][NEUTRAL] Yeah, sure. That would be [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] So the policy number is 022-03942 M as in Mike L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII]. May I have your good name, please?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is your question?
[CUSTOMER][NEUTRAL] May I have your good name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. How are you doing today?
[AGENT][NEUTRAL] What is the data service you? I'm good. How are you? And what is the data service you're checking?
[CUSTOMER][NEUTRAL] OK. So the date of service I'm checking for is [PII].
[AGENT][NEUTRAL] The total charge
[CUSTOMER][NEUTRAL] That will be
[CUSTOMER][NEUTRAL] $44.12.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the claim number.
[AGENT][NEUTRAL] OK, I do show the claim was received. I show a payment of 3181 was paid to the provider.
[AGENT][NEUTRAL] It was a single check payment.
[CUSTOMER][NEUTRAL] OK, so could you please, uh,
[CUSTOMER][NEUTRAL] Provide me with the claim number?
[AGENT][NEUTRAL] Yes, the claim number is 3601731.
[CUSTOMER][NEUTRAL] 360-173-1, is that it?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] When was it received and processed on?
[AGENT][NEUTRAL] Claim received on [PII].
[AGENT][NEUTRAL] Claim paid on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] And uh was it paid through check or EFT?
[AGENT][NEUTRAL] A single check.
[CUSTOMER][NEUTRAL] Tingle check. OK. May I know the check number?
[AGENT][NEUTRAL] Check number is 2044568.
[CUSTOMER][NEUTRAL] 204-4568. When was the check uh issued?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Uh, has it been cashed?
[AGENT][NEUTRAL] The check is still open.
[CUSTOMER][NEUTRAL] OK, still open. Um,
[CUSTOMER][NEUTRAL] OK, so I'll be giving it some more time. And may I know the pay to address that you have made the payment to? Can I just verify that?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct. So the address is also correct.
[CUSTOMER][NEUTRAL] OK. Thanks much. Uh, do you have an
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Do you have an EOB?
[AGENT][NEUTRAL] Yes, I do. Would you like it faxed?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Yeah, it it would be.
[AGENT][NEUTRAL] Hold one moment please.
[CUSTOMER][POSITIVE] Nice. You are on hold.
[AGENT][NEGATIVE] Oh my gosh, this man is wearing me out.
[AGENT][NEUTRAL] OK, thank you for holding and what is the fax number?
[CUSTOMER][NEUTRAL] Uh, the fax number is going to be
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's the fax number.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And whose attention will I be sending the fax to?
[CUSTOMER][NEUTRAL] Uh attention to my name, that is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm, that's all, ma'am, for today. May I have the call reference, please?
[AGENT][NEUTRAL] To reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.