AccountId: 011433970860
ContactId: d3bc4b17-efc5-4c0a-8e6d-a24c56d69ecb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338790 ms
Total Talk Time (AGENT): 97576 ms
Total Talk Time (CUSTOMER): 88659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d3bc4b17-efc5-4c0a-8e6d-a24c56d69ecb_20250326T17:21_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 was just calling to see if you guys received the claim for a patient.
[AGENT][NEUTRAL] OK, Miss. [PII], I could check claim status for you. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is [PII], and the policy number is 02483142.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Mhm date of service is [PII] and the bill amount was $30,473.93.
[AGENT][NEUTRAL] And then what was the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] After they pay the um balance is the patient responsibility of $3,999.67.
[AGENT][NEUTRAL] Thank you. And can you give me the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm it's AdventHealth.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim and I will be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 831
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding hey I've got the claim pulled up for you.
[AGENT][NEUTRAL] The claim number is 357.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8381.
[AGENT][NEUTRAL] The claim was paid $500.
[AGENT][NEUTRAL] And the check number is 2034181.
[AGENT][NEUTRAL] The check was issued on [PII].
[AGENT][NEUTRAL] And with this check, the maximum benefit payable for that date of service was met.
[CUSTOMER][NEUTRAL] OK, was there anything else applied to the patient liability or no.
[AGENT][NEUTRAL] Oh, we don't give patient responsibility because that's determined by the provider.
[CUSTOMER][NEUTRAL] OK, so it's just uh paid $500.
[CUSTOMER][NEUTRAL] OK, and what date did that claim, did the whole claim process on [PII]?
[AGENT][NEUTRAL] That's when the check went out let me look and see what day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's the day that everything was processed was on [PII]. It was received on [PII].
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. Oh, do you know if that was uh, was that an EFT or a paper check?
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] OK, and was it for a bulk amount or was that just a single amount?
[AGENT][NEUTRAL] Single amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. Do you guys have call reference numbers?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Oh no, that'd be it thank you.
[AGENT][POSITIVE] OK well you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.