AccountId: 011433970860
ContactId: fa1ecbec-870a-4811-a36f-304cd273cfc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268359 ms
Total Talk Time (AGENT): 54194 ms
Total Talk Time (CUSTOMER): 104133 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/fa1ecbec-870a-4811-a36f-304cd273cfc1_20250107T15:53_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]. Good morning. I'm [PII] calling from Advent Health to check on claims.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Just a moment. I'll help you with that.
[CUSTOMER][NEUTRAL] Uh, you, you said your name is [PII] or [PII]. What is that?
[AGENT][NEUTRAL] My name is [PII], that is spelled [PII].
[CUSTOMER][NEUTRAL] OK. Uh, your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] One moment I'll help you with that policy ID.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. The policy ID I have it at my end.
[CUSTOMER][NEUTRAL] Uh, would be 019.
[CUSTOMER][NEUTRAL] 40423
[AGENT][NEUTRAL] Alright, thank you and uh let me pull this up one moment and do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, the good callback number. One moment.
[CUSTOMER][NEUTRAL] It's going to be [PII]. It's a direct line and it has no extension.
[AGENT][NEUTRAL] Thank you. May I please have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's going to be [PII], uh, with the date of, so I mean with the date of birth, [PII].
[AGENT][NEUTRAL] Alright, thank you. And what is the date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service would be [PII] and the total charge $10,876.18.
[AGENT][NEUTRAL] And do we have an amount after the primary?
[CUSTOMER][NEUTRAL] Sorry, could you please repeat that?
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Yes, the patients, uh, patient, I mean, the primary's patients responsibility is moved to uh American life.
[AGENT][NEUTRAL] Do you have a bill amount after the primary?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, that would be $10,876.18. I've already provided.
[AGENT][POSITIVE] OK, thank you so much so we do not have a claim on file for that bill amount.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I do have a claim number I guess. No, we don't. One moment, let me check if I missed something.
[CUSTOMER][NEUTRAL] Where I can help you to pull up the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you want me to resubmit it?
[AGENT][NEUTRAL] It would need to be resubmitted, yes, I don't see a claim on file for that billed amount.
[CUSTOMER][NEUTRAL] OK, you want me to submit it with the primary OB or just normally?
[AGENT][NEUTRAL] Yes, it would need the primary EOB with it.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Could you please help me with the mailing address to pay ID please?
[AGENT][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, [PII], can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII], are you there?