AccountId: 011433970860
ContactId: 901fb8da-09ab-4bb1-a76b-bf5ac01843d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470630 ms
Total Talk Time (AGENT): 163956 ms
Total Talk Time (CUSTOMER): 155135 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/901fb8da-09ab-4bb1-a76b-bf5ac01843d8_20250324T13:12_UTC.wav
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[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, yeah, my name is [PII]. I'm calling from the provider's office at Health [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] Yes, sir. How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm actually here for the claim status, so can you please help me with the claim status?
[AGENT][NEUTRAL] So you have one claim to check claim status on, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Uh, that would be the policy number of number would be 02587802 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. One moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] And uh your name was [PII]. Could you please spell it out in the meantime?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII] and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth would be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] All right. The date of service would be [PII] with the bill amount of $4350.96.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you said that the data service is 215-2025 to 216 [PII], is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh, if it helps, we have send it electronically on [PII].
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Our facility names Advent Health Orlando.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] So this claim was received, the received date was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, it is [PII], right?
[AGENT][NEUTRAL] This was processed on [PII].
[CUSTOMER][NEUTRAL] Well.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm sorry, uh, when, uh, what is the process date?
[AGENT][NEUTRAL] Processed on
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $500.
[AGENT][NEUTRAL] And that was paid on single check 2034536.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And if you need a
[CUSTOMER][NEUTRAL] 2034536
[AGENT][NEUTRAL] Yes, sir. And if you need a copy of our, the explanation of benefits, you may print that by going to our portal, [PII], and our portal website is [PII].
[CUSTOMER][NEUTRAL] Take you on
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] M
[AGENT][NEUTRAL] At car
[CUSTOMER][NEUTRAL] Alright, so is the EOB yet generated? May I know when was it paid, the date of payment?
[AGENT][NEUTRAL] The same date as the process date.
[CUSTOMER][NEUTRAL] Right, may I know the issue date, check issue date.
[AGENT][NEUTRAL] The same date as the process date.
[CUSTOMER][NEUTRAL] Right. OK. So has it been cashed yet?
[AGENT][NEGATIVE] No, sir. It probably hasn't been received.
[CUSTOMER][NEUTRAL] VE9.
[AGENT][NEGATIVE] This was just issued last week on the [PII]. It would not have mailed out at least until the [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, all right. OK. So may I know the address which it needs to be, uh, you know, which you have sent it to?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Shall I go ahead and verify it with you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Correct. All right. That is good to you. Now may I have the claim number, please?
[AGENT][NEUTRAL] 3579422
[CUSTOMER][NEUTRAL] 3579422 is the claim number.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Thank you so much for that information. So I'm assuming that EOP is yet to be generated as the payment has not yet been paid, right?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The EOB was generated along with the pay.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] And if you need a copy of it, you may either wait for it to come with the check, or you may print it from our portal that I gave you the website for.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[AGENT][POSITIVE] Yes, yes, you're very welcome, [PII].
[CUSTOMER][NEUTRAL] Uh, may I have the, uh, reference number?
[AGENT][NEUTRAL] You would use my name along with today's date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That is [PII] and [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] So much. Have a, have a good day, all right?
[AGENT][NEUTRAL] And is there anything else, [PII], that I can help you with today?
[AGENT][POSITIVE] Oh well, I hope you have a great day too, and thank you again for calling AP.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.