AccountId: 011433970860
ContactId: beeb5de4-c448-4f12-9d16-8e3519116076
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257200 ms
Total Talk Time (AGENT): 116245 ms
Total Talk Time (CUSTOMER): 106282 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/beeb5de4-c448-4f12-9d16-8e3519116076_20250217T20:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the Advent Health. I'm looking for the shutters. Can you help me with that?
[AGENT][NEUTRAL] I can help you with claim status, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] it's not.
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Uh, it's 202-557-145.
[AGENT][NEUTRAL] That's too long for our policy number. You said 2002557145?
[CUSTOMER][NEUTRAL] No, no. Uh, the policy number is 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 557145.
[AGENT][NEUTRAL] I apologize. I was just adding numbers there. What's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with claim status. Do you have a claim number or date of service for [PII]?
[CUSTOMER][NEUTRAL] I do have a data service. I, it is December 10, 2024.
[AGENT][NEUTRAL] And what is the bill amount please sir?
[CUSTOMER][NEUTRAL] It's $4,425.16.
[AGENT][NEUTRAL] And the facility name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Advent Health Bolingbrook.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Very.
[AGENT][NEUTRAL] [PII], I'm showing that we did receive that claim on [PII].
[AGENT][NEUTRAL] The claim was processed on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was tonight.
[AGENT][NEUTRAL] Because the patient was not eligible for benefits for that data service.
[CUSTOMER][NEUTRAL] kind of
[AGENT][NEUTRAL] This policy actually turned on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it is termed on [PII], right?
[AGENT][POSITIVE] Yes, sir, that's correct.
[CUSTOMER][NEUTRAL] OK, got it. What is the claim number?
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 5469.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. And what is the
[CUSTOMER][NEUTRAL] Eligibility date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] [PII] and turned on [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Got it, got it.
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] I'm checking to just to make sure that he had any other coverage past that date and he does not.
[CUSTOMER][NEUTRAL] Oh, so there is no other coverage for the member, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, thank you. And can you please provide me with the call reference number and before that, can you please tell me your name? I didn't get that.
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And the reference number would be my name and today's date. And [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][POSITIVE] Yeah, that's it for the day, [PII]. Thank you. Thanks for helping me. Have a great day.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] My pleasure, [PII], and thank you for calling APL. I hope you have a wonderful day as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Yeah.