AccountId: 011433970860
ContactId: 0f04cffe-4a45-4b0a-b4a0-11a1f7951a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502049 ms
Total Talk Time (AGENT): 141732 ms
Total Talk Time (CUSTOMER): 186897 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/0f04cffe-4a45-4b0a-b4a0-11a1f7951a67_20250623T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, good morning. Yes, I am trying to get, um, claim status please.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII], and I do apologize. Can I get your name as well, please?
[AGENT][NEUTRAL] Yes, ma'am, it's [PII] last initial [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 01912866 ML 7.
[AGENT][NEUTRAL] OK, thank you, ma'am. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK. The patient name is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEGATIVE] And I don't think I put the right amount.
[AGENT][NEUTRAL] Uh, so you don't have the total charge? OK.
[CUSTOMER][NEUTRAL] Um, the bill amount is, yeah, yeah, I have it. I have it. I, I knew by looking at what I wrote wasn't right. The total charge is $4,054.25.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And do you have balance after primary?
[CUSTOMER][NEUTRAL] Um, after the primary 150.
[AGENT][NEUTRAL] OK, ma'am. And uh the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Boca Raton Regional Hospital.
[AGENT][POSITIVE] OK thank you give me one moment.
[AGENT][NEUTRAL] I do not show we received that claim. Uh, can you verify the address the claim was submitted to?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me go here.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Uh, I, I wanna think that, yeah.
[CUSTOMER][NEUTRAL] The, um, I.
[CUSTOMER][NEGATIVE] It disconnected from my um.
[CUSTOMER][NEUTRAL] Hold on, let me see if I can get it in now F4.
[AGENT][POSITIVE] Oh yeah, take your time.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] OK. Uh, yes, ma'am. Uh, that is correct. If you like, I can give you a fax number. If you like to fax the claim or you can mail it to that address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, let me know that the address is correct.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what is timely filing?
[AGENT][NEUTRAL] Uh, there isn't one.
[CUSTOMER][NEUTRAL] And um the call reference number.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Oh, [PII], I do have one more. Are you able to assist?
[AGENT][NEUTRAL] Uh, yes, ma'am. Is this for the same patient or a different patient?
[CUSTOMER][NEUTRAL] Um, different patients.
[AGENT][NEUTRAL] OK, give me one moment, type in this note real quick.
[CUSTOMER][NEUTRAL] Same provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Sorry, I just have to type a note for each call.
[AGENT][NEUTRAL] OK, and [PII], what's that next policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry, it's 02.
[CUSTOMER][NEUTRAL] 013270 ML 8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's name is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The data service is [PII] for $87,902.46.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you have the balance after Primary has processed the claim?
[CUSTOMER][NEUTRAL] The balance after is $3,482.36.
[AGENT][POSITIVE] Thank you, let me see.
[AGENT][NEUTRAL] I don't show that claim has been received. Uh, was it sent to the same address for the other one?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, you can resubmit it to that address or you can fax it, um, to our office because I don't show it's been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. And is there anything else I can assist you with today, Ms. uh, [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, thank you so much for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Oh, Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] One more thing, um, since you don't see the claim on file is this member active, you know, are the members actually active with you because the claim they um information they pull up right? so they are active and y'all are secondary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They are.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.