AccountId: 011433970860
ContactId: 1537f3fc-6205-4697-ad0b-a613290a287e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393329 ms
Total Talk Time (AGENT): 88815 ms
Total Talk Time (CUSTOMER): 118551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1537f3fc-6205-4697-ad0b-a613290a287e_20250212T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How you?
[CUSTOMER][NEUTRAL] Hi, my name, my name is [PII]. I'm calling to check the claim status from the provider office. Can you help me with claim status?
[AGENT][NEUTRAL] Yes, I with claim status now. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, callback number is [PII] and this is a direct line. And may I know your name once again?
[AGENT][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK, thank you and what is the patient's name?
[CUSTOMER][NEUTRAL] As.
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much. The patient last name is
[CUSTOMER][NEUTRAL] So, and the first name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02150261 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, let me pull up the policy.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, what is the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charge amount is, yes, that is 10,000.
[AGENT][NEUTRAL] And the charge amount
[CUSTOMER][NEUTRAL] $49.00.
[AGENT][NEUTRAL] OK and then what is the charge after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] I don't know actually about that because I'm calling here to check the claim status.
[AGENT][NEUTRAL] OK, and what is the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yes, the facility name is SA Florida Mercy Hospital.
[AGENT][NEUTRAL] OK. And what was the first part of the name of the hospital? I didn't catch it.
[CUSTOMER][NEUTRAL] HCA Florida Mercy Hospital.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] OK, thank you so much. I am going to put you on a brief hold while I look up this claim for you and I'll be back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you, [PII] for holding for me. So looking on data service the [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Sure. Uh, may I know, uh, what is the claim issue date?
[AGENT][NEUTRAL] I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] Uh, just a second. I'm checking here where we submit the claim. Last time we submit through the paper and I submitted on the mailing address that is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. [PII]. This is correct one?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's the correct address.
[CUSTOMER][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Address is.
[CUSTOMER][NEUTRAL] [PII]. And may I know this member policy and term date?
[AGENT][NEUTRAL] The effective date is [PII] and the policy terminated on [PII].
[CUSTOMER][NEUTRAL] So, the date of service [PII], member is active.
[CUSTOMER][NEUTRAL] And may I know the timely filing limit to submit a claim?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] OK, miss.
[CUSTOMER][NEUTRAL] Submit the claim as possible.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What is the call reference number?
[AGENT][NEUTRAL] You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, to end today's date. Thank you so much, [PII], and have a great day. Bye-bye.
[AGENT][POSITIVE] Bye bye. You take care and thanks for calling APL.