AccountId: 011433970860
ContactId: ba837413-d198-47f3-81ca-b6d4d1d77694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263690 ms
Total Talk Time (AGENT): 79011 ms
Total Talk Time (CUSTOMER): 72400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ba837413-d198-47f3-81ca-b6d4d1d77694_20250324T16:13_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 provider office Advent Health Orlan with the claims information. Is this the right department that I contacted to?
[AGENT][NEUTRAL] Yes ma'am, I can help you with claim information [PII], can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number 02419500. [PII], [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII], is it is the service on the charge amount, $2,118 even.
[AGENT][NEUTRAL] OK, and you said that that data service was [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] After the primary insurance date, it is
[CUSTOMER][NEUTRAL] So, uh, you're asking that how much we are expecting, right?
[AGENT][NEUTRAL] Right, what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It is $2,115.87.
[AGENT][NEUTRAL] OK and then can you give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Advent Health.
[AGENT][NEUTRAL] OK, Ms [PII], I'm gonna put you on a brief hold while I look up this claim for you and I will be right back, ma'am.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], this is [PII] back with you again. So looking on data service of [PII], I do not find a claim on file for the amount that you have given me.
[CUSTOMER][NEUTRAL] All right. Uh, all right, no issues. We will just submit the claim again. Can I get the call reference number and your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And then you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Have a good day. Thank you for assisting.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, I think. I don't have any other members as well. Thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful week and thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.