AccountId: 011433970860
ContactId: a17379fe-9582-4f80-ad13-cc19c74e042a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164259 ms
Total Talk Time (AGENT): 74520 ms
Total Talk Time (CUSTOMER): 67012 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/a17379fe-9582-4f80-ad13-cc19c74e042a_20250506T15:20_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from AdventHealth Medical Group, and I'm calling in regards to a status of the claim.
[AGENT][NEUTRAL] OK, spell your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and it's pronounced [PII] or [PII]?
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Not yet. OK, and thank you, and you're checking for a claim status. OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Policy number 01939938 and then a good call back is going to be this is a direct line [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. What's the date of service and the total charge?
[CUSTOMER][NEUTRAL] Date of service is going to be [PII]. Billed amount is 270.
[AGENT][NEUTRAL] 270 thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Patient's name, [PII], that's [PII] with two R's. Date of birth [PII].
[AGENT][POSITIVE] All right. Thanks for that information, Aya.
[AGENT][NEUTRAL] Alright, so I do have that information for you. Um, I'm showing that the office visit fee and then treatment in a doctor's office under this policy is not covered. Um, I'll give you the claim number, uh, which is 357.
[AGENT][NEUTRAL] 8276 and it looks like this claim was processed on [PII] so that means that the ELB is available um to download online. It was also mailed to the address on the provider's claim on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the process of [PII]. You said [PII] or the [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], OK, and then just to be sure what we were billing for for the claim, it was not, it was considered not covered by the um the insurance, correct? Yeah.
[AGENT][NEUTRAL] The patient's policy correct.
[CUSTOMER][NEUTRAL] OK. And then how do you spell your name?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. [PII], first initial last name is [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No, that was all I had. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] And bye bye.