AccountId: 011433970860
ContactId: b9e9ff46-0ed5-4893-8b32-fb6cfefd59d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446239 ms
Total Talk Time (AGENT): 89295 ms
Total Talk Time (CUSTOMER): 84620 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/b9e9ff46-0ed5-4893-8b32-fb6cfefd59d4_20250124T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from AdventHealth.
[CUSTOMER][NEUTRAL] And I am calling on a claim status.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I can help you with the claim. [PII], can you give me your callback number just in case our call gets connected.
[CUSTOMER][NEGATIVE] Yes, you are cutting in and out really bad too. Um, it is [PII].
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] Is 01967201 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you and then what is the date of service?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] For a total amount of 382.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] And then what is large amount?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], that's right.
[AGENT][NEUTRAL] What is the charge amount after the primary paid their part?
[CUSTOMER][NEUTRAL] 80
[AGENT][NEUTRAL] $80. OK. You're with AdventHealth, is that correct?
[CUSTOMER][NEUTRAL] Yes, do you need my tax ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. I'm gonna put.
[AGENT][NEUTRAL] Brief hold while I look that claim up for you and I'll be right back, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] the best.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So I found a claim with the amount that you've given me, but it, but it's not for the provider that you gave to me.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Advent is it for Mar [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Should be for AdventHealth Medical Group.
[AGENT][NEUTRAL] No, ma'am, I, I have, it's the same.
[CUSTOMER][NEUTRAL] Or Memorial Hospital flagger, Flagler.
[AGENT][NEUTRAL] Yes, that's it. Yes, Memorial Hospital Flagler. Yes, ma'am. That's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK, so this would be his.
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so this would be his responsibility?
[AGENT][NEUTRAL] We don't give patient responsibility because that's determined by the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well thank you for that. Can I get a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I hope you have a wonderful weekend.
[AGENT][POSITIVE] You too, Ms. [PII] you have a good one and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Of course. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.