AccountId: 011433970860
ContactId: eee66b75-d6ab-4f35-9faf-1b1fe5d04058
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350450 ms
Total Talk Time (AGENT): 107216 ms
Total Talk Time (CUSTOMER): 81532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/eee66b75-d6ab-4f35-9faf-1b1fe5d04058_20250625T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] from AdventHealth. I'm calling regarding your claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 6165 I'm sorry.
[CUSTOMER][NEUTRAL] 0242.
[CUSTOMER][NEUTRAL] 489 1 MIL 7
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII], total bill amount is $137,297.27.
[AGENT][NEUTRAL] Let's see, thank you. And do you have the balance after Primary has processed the claim?
[CUSTOMER][NEUTRAL] Yes. $5,911.43.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[AGENT][NEUTRAL] Mhm, and you're calling from again? I apologize.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And you're calling from again?
[CUSTOMER][NEUTRAL] AdventHealth.
[AGENT][NEUTRAL] OK, give me one moment please.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, I'm showing the claim at process and pay $3,232.87.
[AGENT][NEUTRAL] And this was on one moment.
[AGENT][NEUTRAL] Uh, it looks like processed on June 20th, so last Friday, so the check was mailed out on Monday.
[CUSTOMER][NEUTRAL] OK, can I have, uh, can I please have the claim number?
[AGENT][NEUTRAL] Yes, ma'am. 361-537-72.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I have another claim.
[AGENT][NEUTRAL] OK, is it for the same patient or different patient?
[CUSTOMER][NEUTRAL] Uh, different patients.
[AGENT][NEUTRAL] OK, give me one moment typing this note.
[CUSTOMER][POSITIVE] OK. Yes, take your time.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and what is the next policy number, please?
[CUSTOMER][NEUTRAL] It's 02424891.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Oh, it's for the same patient or well, same policy number. So I'm assuming a different patient.
[CUSTOMER][NEUTRAL] Yes, it's different patients.
[AGENT][NEUTRAL] OK, and what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the data service and amount of the charge.
[CUSTOMER][NEUTRAL] [PII]. Total bill amount is $21,796.74.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] I don't show we received that claim for her, um.
[AGENT][NEUTRAL] If you like, I can give you a fax number if you wanna fax it to us.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. OK, so I will fax the claim.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.