AccountId: 011433970860
ContactId: c59636a6-a060-400b-9dd3-1d3ba31a01f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284609 ms
Total Talk Time (AGENT): 90079 ms
Total Talk Time (CUSTOMER): 84928 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/c59636a6-a060-400b-9dd3-1d3ba31a01f0_20250123T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I'm calling to check for claim information.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some claim information today, Miss [PII]. Do you mind if I get a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] That is, one second, please. 01813065 ML 8.
[AGENT][POSITIVE] Thank you very much. Let me get that pulled up for you.
[AGENT][NEUTRAL] All righty, and would you be able to verify for me your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Thank you and what was the date of service on the claim we wanna look at or did you have a claim number in mind?
[CUSTOMER][NEUTRAL] No, uh, I have data service. 94 2024.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] 9424 and what was the bill amount?
[CUSTOMER][NEUTRAL] $1,668.56.
[AGENT][POSITIVE] OK, perfect. Give me a moment to look into that one for you.
[AGENT][NEUTRAL] Ms. [PII], was there, um, was there a different balance after primary on that claim?
[CUSTOMER][NEUTRAL] Yes, $735.96 applied to the deductible.
[AGENT][POSITIVE] OK perfect let me take a look.
[AGENT][NEUTRAL] And what was the name of the facility on file for this?
[CUSTOMER][NEUTRAL] The facility, Advent Health imaging.
[CUSTOMER][NEUTRAL] The provider is [PII].
[AGENT][NEUTRAL] OK, so unfortunately I'm not showing um the claim on file for for that facility.
[CUSTOMER][NEUTRAL] May I verify the the
[CUSTOMER][NEUTRAL] PIID. I don't have a PID, the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely, that was correct.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] The claim has been on 116, so it was mailed to you.
[CUSTOMER][NEUTRAL] We still have a few more days. I see.
[AGENT][NEUTRAL] You said it was mailed on the [PII], is that correct?
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] 116.
[AGENT][NEUTRAL] 1:15 yeah it might take a few more days um because once they get it it still has to go through a human who scans and uploads it and assigns it to the policy and all of that so um I would recommend checking back in with us.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Maybe Tuesday next week on the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May I have a current reference number?
[AGENT][NEUTRAL] Yes, absolutely. The reference number is my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, Ms. [PII].
[AGENT][POSITIVE] Oh my pleasure thank you so much for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.