AccountId: 011433970860
ContactId: fca04058-a542-4810-a3fb-12d2ff65235a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177869 ms
Total Talk Time (AGENT): 78370 ms
Total Talk Time (CUSTOMER): 114719 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/fca04058-a542-4810-a3fb-12d2ff65235a_20250522T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. I am [PII] calling from provider's office. Uh, how are you doing today?
[AGENT][POSITIVE] Fine. And your name is again, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, yeah, my name is [PII] and I speaking to [PII], and uh I'm calling from provider's office, uh, and I have called for claims. Can you help me with one?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, sure. The policy number is going to be 019.
[CUSTOMER][NEUTRAL] 39938.
[AGENT][NEUTRAL] Thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. It's [PII]. And may I also know your name for my documentation purpose?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, [PII], how are you doing today?
[AGENT][NEUTRAL] Uh, fine. And [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII] with the total charge amount of 14,000.
[CUSTOMER][NEUTRAL] And $23.80.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And do you have the balance after primary is processed the claim?
[CUSTOMER][NEUTRAL] Sure, uh, we have a balance of 300 left with this.
[AGENT][NEUTRAL] OK, thank you. And while I'm looking up claim information, let you know we do have an online service center where providers can check claim status as well as print out the ELB. That site is at [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] so to be paid.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the name of the provider's office? Oh, you're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, uh, it's AdventHealth Palm Boost.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, let's see. I do show that claim was received on the [PII] and it is in line for processing. It looks like it's being processed today, so the claim status would be available tomorrow.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, it's uh receipt [PII] and what is the claim number?
[AGENT][NEUTRAL] Uh, claim number is 3604409.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for that information. And uh what is the policy for this one?
[AGENT][NEUTRAL] What is the what?
[CUSTOMER][NEUTRAL] Quarters.
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information, [PII]. I really hope you have a great day ahead. Thank you so much for helping me for these claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, you're welcome, [PII], and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Bye bye.