AccountId: 011433970860
ContactId: 108686cd-3707-47ab-8ac8-8957e610beaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275899 ms
Total Talk Time (AGENT): 78342 ms
Total Talk Time (CUSTOMER): 115895 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/108686cd-3707-47ab-8ac8-8957e610beaf_20250625T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. I'm calling from Florida Hospital physician Group. Uh, I'm calling on a patient that, um, you, um, APR made a payment as a primary when it was a secondary insurance for the patient, and we made a refund.
[CUSTOMER][NEUTRAL] Um, I'm going to find out um if the claim can be processed as a secondary instead of primary.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with that information. Um first, could I get your name and I'll go callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] Callback number is gonna be [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02352965 Mike Larry 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is gonna be [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges for the claim you're calling about.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] for $563.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this claim that paid out for $76.65 you said that.
[AGENT][NEGATIVE] We submitted a, a refund request for it. What happened?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, um, we refunded the payment because the claim paid, um, let me see my notes, the claim paid as primary.
[CUSTOMER][NEGATIVE] So we made a refund, we returned the money.
[CUSTOMER][NEUTRAL] And I'm calling to find out um did you get the refund and if it can if you can process the claim as secondary to the patient primary insurance.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, ma'am. The claim can be reprocessed once we receive the refund. I'm not showing where we've received the refund yet. I'm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, you haven't received it. OK. That's.
[AGENT][NEUTRAL] Right. When was it submitted?
[CUSTOMER][NEUTRAL] OK. It's not on file yet.
[CUSTOMER][NEUTRAL] It was let me see it was submitted on let's see.
[CUSTOMER][NEUTRAL] Uh, one second, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. It's still pending. Um, I'll give it about another 30 days or so, call back and check on the status of it and once it's submitted and applied to the, to the system, then the claim can be refiled.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, I see. OK, thank you. Can I get a reference number for today's call, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date for the reference number. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] And you do the same. Thank you.
[AGENT][POSITIVE] Mhm, thanks.