AccountId: 011433970860
ContactId: 08114c78-25d6-4eba-b0f2-f26d4e6096d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326470 ms
Total Talk Time (AGENT): 97180 ms
Total Talk Time (CUSTOMER): 91244 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/08114c78-25d6-4eba-b0f2-f26d4e6096d1_20250514T21:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling for claim or bill status please.
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 01887348 M as in Mike L as in Larry 7
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII] Last name [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] I'm looking for [PII] in the amount of $19,374.
[AGENT][NEUTRAL] OK, and do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is $6600.
[AGENT][NEUTRAL] OK thank you hold on one moment please and you're calling from again?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] University Hospital HCA Florida University Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So one moment.
[AGENT][NEUTRAL] It looks like the claim process is primary paid in full.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, uh, it looks like for the explanation of benefits we, uh, received, there was no amount applied towards deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] And that's what this policy picks up its secondary.
[AGENT][NEUTRAL] So if you have an EOB where it shows the primary data apply amounts for uh that amount towards deductible, then uh we would need that EOB because it doesn't state on the one that we have.
[CUSTOMER][NEUTRAL] Yeah, because I don't think we should have only gotten.
[CUSTOMER][NEUTRAL] $653.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I will get that EOB.
[AGENT][NEUTRAL] Why shall we?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK. I mean that's what we received from Cigna was 65355.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. If y'all can submit that EOB, they can go back and reprocess.
[CUSTOMER][NEUTRAL] All right, um,
[CUSTOMER][NEUTRAL] Can you give me the claim number?
[AGENT][NEUTRAL] 3576915
[CUSTOMER][NEUTRAL] 35 oops sorry I was on the wrong screen.
[AGENT][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] Late in the day.
[AGENT][NEUTRAL] Yes, I understand. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead. What's the number?
[AGENT][NEUTRAL] 353576915.
[CUSTOMER][NEUTRAL] OK, and how about.
[CUSTOMER][NEUTRAL] What day did you guys originally receive the bill?
[AGENT][NEUTRAL] Uh, let's see this claim was received on give me one moment.
[AGENT][NEUTRAL] Uh, claim received on [PII].
[CUSTOMER][NEUTRAL] And it processed on what day?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do you have a reference number for me?
[AGENT][NEUTRAL] Uh, no, ma'am, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] All right, you have a good rest of your day. Thank you very much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.