AccountId: 011433970860
ContactId: 032509b2-dfe3-41a7-ab97-7146a9bd1b93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420869 ms
Total Talk Time (AGENT): 129225 ms
Total Talk Time (CUSTOMER): 196442 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/032509b2-dfe3-41a7-ab97-7146a9bd1b93_20250509T18:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. This is. How may I assist you? Hi, my name is [PII] calling to check on a claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status and. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] HC Florida Woodmont Hospital.
[AGENT][NEUTRAL] I'm sorry, you said HC?
[CUSTOMER][NEUTRAL] HCA it's Hotel Charlie Alpha, and then Florida Piedmont Hospital.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, [PII]?
[CUSTOMER][POSITIVE] Thank you and the.
[CUSTOMER][NEUTRAL] 02512982 M as in Mike L as in Lima number 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I'll spell out, it's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you and what is the day of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII]. It's a single date range and the bill amount is $26,086.50.
[AGENT][NEUTRAL] OK. [PII], the amount of $26,0086.50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you and for the future, you can check claim status online through our website at [PII] and that's just optional. And do you have a procedure code or is this like a facility charge?
[CUSTOMER][NEUTRAL] [PII] and that's just optional.
[CUSTOMER][NEUTRAL] And do you have a phone or is this? No, uh, I do have a claim number. Could you please check with that?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] And this is in hospital claim?
[CUSTOMER][NEUTRAL] Uh, the claim number is 3551558.
[AGENT][NEUTRAL] OK, let me pull the image of that EB one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me pull the image up one moment. Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, still waiting on the you'll be OK, one moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we're needing the primary EOB to continue the processing of this claim.
[CUSTOMER][POSITIVE] Thank you so much for this information. Could you please tell me when the claim was received?
[AGENT][NEUTRAL] OK, let me get that out on the EV.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the claim was received on [PII], processed [PII].
[CUSTOMER][NEUTRAL] OK, so the claim was received on [PII], processed [PII].
[CUSTOMER][POSITIVE] Thank you so much. And as you stated, it's requesting for primary UV right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. And could you please check, have you received the primary UB? I could see previously we sent it.
[AGENT][NEGATIVE] We have not received it. I pulled everything that we received for that date of service, and we have not received that EOB as of today.
[CUSTOMER][NEUTRAL] We have not.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] All right. And um I could see that was sent to a fax number [PII]. Is this the right fax number?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And to make sure you have not received uh any UBs uh till today and no UB was attached along with the claim form, right?
[AGENT][NEUTRAL] That, that is correct. We received the claim but we did not receive the explanation of benefits from the primary insurance attached to it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you so much. And for my documentation purpose, could you also help me with the mailing address where we can send?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure you can send it to uh let's see OK that will be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you so much. And what will be the timely filing limit?
[AGENT][NEGATIVE] We don't have time and filing limits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We don't have.
[CUSTOMER][POSITIVE] Thank you so much for this information. And may I know when we are sending it, you want us to send the claim form and the UB together or just the UB is enough?
[AGENT][NEUTRAL] Right now we're just needing it on the EOB, so that's what we're gonna need.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right. Could you please help me with the reference number for your call today?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] You don't.
[CUSTOMER][NEUTRAL] Could you please uh spell out your name for me?
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You as well thank you for calling APL. Have a good day, Miss [PII].