AccountId: 011433970860
ContactId: bd285403-2441-47d0-b46f-e0e463afd974
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299940 ms
Total Talk Time (AGENT): 134369 ms
Total Talk Time (CUSTOMER): 118684 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/bd285403-2441-47d0-b46f-e0e463afd974_20250108T14:55_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider's office at Advent Health. I'm looking for claim status.
[AGENT][NEUTRAL] Yeah, I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, just a moment, please. Uh, the policy ID that's gonna be is, uh, it's 2, yeah, 2505662.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, patient name is [PII] and the date of birth is gonna be is uh this uh [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And what is the data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's in the range of uh [PII].
[CUSTOMER][NEUTRAL] The patient of the radio like outside that's not.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And what is the building out, please?
[CUSTOMER][NEUTRAL] $256 I'm sorry, $26,453.30.
[AGENT][NEUTRAL] OK, thank you. So this is the facility bill. Um, so it looks like we uh received that bill on the [PII]. We processed it on the [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Now, there was a check that went out.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Can you
[AGENT][NEUTRAL] In the amount of, uh, yes.
[CUSTOMER][NEUTRAL] Uh, just a moment. Can you please provide me the claim number first?
[AGENT][NEUTRAL] Yes, the claim number is 349.
[AGENT][NEUTRAL] 4201.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. And the allowed amount on the paid amount would be?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The paid amount was $2450. Now that was the remaining balance of the insured's benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that check went out.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] 24. It was processed. It has been uh cashed. It was sent to [PII]. Now, there, there is it, uh, there is a remaining balance, but the check was um uh was for the amount of the insured's remaining benefits. So uh I think the charge was 4500, 4500.
[AGENT][NEUTRAL] And $73.92 but the uh insured only had $2450 left in their benefit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Is there any, uh, the patient responsibility, what kind of patient responsibility? Oh.
[AGENT][NEUTRAL] Well, our, our um responsibility was, was met uh completely with this check. So if there's any remaining balance, that's going to be between uh the provider and the insured.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Can you please provide me the check number?
[AGENT][NEUTRAL] Yes, um, that check number is 2008001.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 001. Uh and the pay date would be?
[AGENT][NEUTRAL] It looks like that's uh
[AGENT][NEUTRAL] The date that it was paid out, uh, the date that it actually went out was [PII], the date that it was cashed was [PII].
[CUSTOMER][POSITIVE] OK. OK, got it. Thank you so much.
[CUSTOMER][NEUTRAL] Oh, just a moment, please.
[CUSTOMER][NEUTRAL] Uh, for this number, is there any other insurance? Can you please verify?
[AGENT][NEUTRAL] I, uh, not that, not that I would be aware of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] Thanks for contacting APO