AccountId: 011433970860
ContactId: ed6d2fcf-de4b-4004-b0f6-af49aff57c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320880 ms
Total Talk Time (AGENT): 111722 ms
Total Talk Time (CUSTOMER): 62548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ed6d2fcf-de4b-4004-b0f6-af49aff57c45_20250424T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, this is [PII] calling from AdventHealth. I want to claim status.
[AGENT][NEUTRAL] OK, I could check a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes. The policy number would be
[CUSTOMER][NEUTRAL] 254
[CUSTOMER][NEUTRAL] 9492.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Name would be
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then uh what was that uh billed amount please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] $753.83.
[AGENT][POSITIVE] Got it thank you one moment please.
[AGENT][NEUTRAL] [PII], do you have the uh tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes, 590.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, bear with me just a moment.
[AGENT][POSITIVE] OK, so uh we did receive this claim. I appreciate your patience.
[AGENT][NEUTRAL] So it looks like we need a more copy or excuse me, a more detailed uh EOB from the primary insurance um we did receive one but it does not list the amounts applied to deductible copay or co-insurance, so we do need that information to be able to process this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what would be the mailing address to send that?
[AGENT][NEUTRAL] Yes, I've got a mailing address and a fax number if you'd like uh that mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, thank you for this. And what would be the attention to?
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEUTRAL] And the timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Thank you for this information. And can I get the uh
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] Yes, that is 3572758.
[CUSTOMER][NEUTRAL] When was the claim received and processed?
[AGENT][NEUTRAL] Yes, it was received and processed on [PII].
[CUSTOMER][POSITIVE] Just a second. OK. Thank you for this.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Can I get your name and the call reference?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with for you?
[CUSTOMER][POSITIVE] Um, no. Thank you for helping me out today. Have a nice day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.