AccountId: 011433970860
ContactId: 0bf50953-96db-4d7d-8855-0c238db5431e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290820 ms
Total Talk Time (AGENT): 123337 ms
Total Talk Time (CUSTOMER): 125465 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/0bf50953-96db-4d7d-8855-0c238db5431e_20250307T16:08_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII] calling from the provider office to know the claim status.
[AGENT][POSITIVE] Oh hi [PII], it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02353125.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's last name is [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][POSITIVE] All right, thank you, [PII], and it would be a pleasure to assist you with that claim status. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Yes, I have a claim number also, it's 352-597-6.
[CUSTOMER][NEUTRAL] You need the date of service also?
[AGENT][NEUTRAL] Yes, sir, date of service build amount and facility name, please.
[CUSTOMER][NEUTRAL] And the date of service is [PII] and total charge amount $152,180 even.
[AGENT][NEUTRAL] And the facility name?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] The facility name is HCA Florida Mercy Hospital.
[AGENT][POSITIVE] Oh, thank you, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII], we did receive that claim on [PII].
[AGENT][NEUTRAL] Claim was processed on [PII].
[AGENT][NEUTRAL] And the claim is pending for the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As per checking, we have already sent you the primary EOB multiple times previously.
[AGENT][NEGATIVE] Do you know how that was sent? We have not received it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We have send you via mail.
[AGENT][NEUTRAL] And what was that address that it was sent to?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is the correct mailing address, but we have not received that EOB and [PII], it can actually be faxed directly to our claims department.
[CUSTOMER][NEUTRAL] OK. So
[CUSTOMER][NEUTRAL] Can you just tell me the fax number?
[AGENT][NEUTRAL] Fax number is 877.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] Now that comes straight to our claims department.
[AGENT][NEUTRAL] And we already have the UBO4. We do not need that again. You can just fax the EOB referencing the policy number and claim number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, thank you so much. Can you just spell your name?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], did you need that claim number or did I give that to you?
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] I did give it to you.
[CUSTOMER][NEUTRAL] Yes, it's 32.
[AGENT][POSITIVE] Oh, you had the claim number. That's right. I remember. I apologize.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just trying to make sure you had everything you need.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][POSITIVE] No problem. Thank you so much, [PII]. Can I have a call reference number?
[AGENT][NEUTRAL] Yes, sir. The call reference number is my name and today's date and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to help you with that claim status. Anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a wonderful day and happy weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is it active.