AccountId: 011433970860
ContactId: 8679781b-1561-4af2-bc08-b11ab845469e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285130 ms
Total Talk Time (AGENT): 105050 ms
Total Talk Time (CUSTOMER): 102230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8679781b-1561-4af2-bc08-b11ab845469e_20250409T20:47_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] Hello [PII], this is [PII]. Last name [PII]. I'm calling from AdventHealth. I do have a claim with me. Just gonna check on the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. And for my notes, can you spell your first name for me, please, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. So my first name is [PII], my last name, first name is [PII]. My callback will be [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. Member's policy will be um
[CUSTOMER][NEUTRAL] 02369762. M as in Mike, L as in Lima, A uh 7.
[AGENT][NEUTRAL] Thank you and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] And then my first name and last name is [PII]. Date of birth will be uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Sure, the, the date of service will be [PII], total charge amount, $3,037.76.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] So, hold on one second, is there multiple? OK, that's what's happening.
[AGENT][NEUTRAL] OK, so the active policy number is 251-8203.
[AGENT][NEUTRAL] It's been active since [PII].
[AGENT][NEUTRAL] I'm gonna go on that policy and see if there's a claim on file. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And there, so there's no claim on file for Akeem for uh [PII].
[CUSTOMER][NEUTRAL] OK, [PII], yeah. And the member is active for the data service, right?
[AGENT][NEUTRAL] This policy has been active since [PII].
[CUSTOMER][NEUTRAL] 2. OK. Thank you for that. Uh, may I get the mailing address and payer ID?
[AGENT][NEUTRAL] Sure, our payer ID is 60801.
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, your, your voice is getting in and out. Can you please?
[CUSTOMER][NEUTRAL] Fill it out.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then there's um
[AGENT][NEUTRAL] State is [PII] as well, and then the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Can you please repeat it? [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Of course, thank you for that. Mailing attention to.
[AGENT][NEUTRAL] APL claims department.
[CUSTOMER][NEUTRAL] APL claims department. Initial timely filing limit, please.
[AGENT][NEUTRAL] Um, there's no timely filing as long as the policy is active on the data service.
[CUSTOMER][NEUTRAL] No TFL uh OK, thank you for that. Where is this and uh may I get the call reference number, please?
[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, [PII], for assistance. Bye-bye. Have a good day ahead.
[AGENT][POSITIVE] You're also and thanks for calling APL. Bye-bye.