AccountId: 011433970860
ContactId: 053ff4eb-7136-42e1-a657-b13a7d2c120d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240949 ms
Total Talk Time (AGENT): 99102 ms
Total Talk Time (CUSTOMER): 124475 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/053ff4eb-7136-42e1-a657-b13a7d2c120d_20250429T19:39_UTC.wav
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[CUSTOMER][NEUTRAL] So how do you pay?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. I wanna check on uh claim status on the claims that's submitted. I'm calling from the facility.
[AGENT][NEUTRAL] Sure, yeah, I can check on that claim for you. um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII]
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case.
[CUSTOMER][NEUTRAL] And [PII] is it with a C or a [PII]?
[AGENT][NEUTRAL] Oh, it's [PII]
[CUSTOMER][NEUTRAL] OK, phone number is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's why
[AGENT][NEUTRAL] I'm so sorry, [PII], could you repeat that phone number for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Hold on a second, let me get into that part of the account. The policy number we have is 02250048ML8, so [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Got it. And then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service was [PII].
[AGENT][NEUTRAL] OK, do you have that billed out?
[CUSTOMER][NEUTRAL] The build amount was $656.25.
[AGENT][POSITIVE] Got it, thank you for that one moment please.
[AGENT][NEUTRAL] OK, so I will let you know that this policy terminated, uh, [PII]. I did just check to see if she had one that was active at that time, and she did not. Uh, did you still want me to see if the claim has been received?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, yeah, can you please just see if it was received so I can document it.
[AGENT][POSITIVE] Of course, absolutely.
[AGENT][NEUTRAL] Of course one moment.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] OK, was this with, uh, is this Broward Health Medical Center?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, yes, we did receive this claim, um, of course we were unable to um pay a benefit as the services were rendered after coverage was terminated. Uh, did you need that claim number?
[CUSTOMER][NEGATIVE] No, denied.
[CUSTOMER][NEUTRAL] And just let me verify the termination date was [PII].
[AGENT][NEUTRAL] That's correct. Did you need a copy of this EOB trash to fax it to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, um, you know what, you can fax it to me. Let me get you my fax number.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, and if you can just put it to my attention so we have it for our records.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] So the patient doesn't come back and say, but I had them OK you ready?
[AGENT][POSITIVE] Right, exactly, yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All righty. I will go ahead and get that sent.
[CUSTOMER][NEUTRAL] And do you have a reference number for the call?
[AGENT][NEUTRAL] Yeah, it will just be my first name, last initial, and today's date. And so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] where
[CUSTOMER][POSITIVE] Nope that was it. I appreciate your time you have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for APO you too thanks bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.