AccountId: 011433970860
ContactId: 15b246ca-0354-40be-b3a6-d780316e8a2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343679 ms
Total Talk Time (AGENT): 96841 ms
Total Talk Time (CUSTOMER): 82032 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/15b246ca-0354-40be-b3a6-d780316e8a2a_20250402T21:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pro office to check the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is 018669.
[CUSTOMER][NEUTRAL] 94 M as in Mario, L as in Lima, numeric number 8. And the person first name is [PII] and the last name is [PII] And date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Policy up real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the charge amount?
[CUSTOMER][NEUTRAL] One moment. 17,17 $17,909 17909.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Thank you and then what is the charges after the.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Paid their part.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the charges after primary insurance paid their part?
[CUSTOMER][NEUTRAL] Primary insurance.
[CUSTOMER][NEUTRAL] Primary computed
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 1717409.
[AGENT][NEUTRAL] OK, so what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Total charge of 17909. That's it.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] XF Florida Northwest Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], while you look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Just me.
[AGENT][NEGATIVE] Stupid lights flickering.
[AGENT][NEUTRAL] 350,350.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey holding for me, [PII], I've got the claim pulled up the claim number is 350.
[AGENT][NEUTRAL] 3950.
[AGENT][NEUTRAL] The claim was denied because we need the explanation of benefits from the primary insurance carrier.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Previously, we sent in primer UB. Can you check with that?
[CUSTOMER][NEUTRAL] If you were
[AGENT][NEUTRAL] On what date
[AGENT][NEUTRAL] What day did you send it, sir?
[CUSTOMER][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't show that we have received that yet.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] May I know fax number for this to send the primary.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir. It's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII] 3.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] May I knowquence number for this?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else I can help you with, [PII], before we go?
[CUSTOMER][POSITIVE] Nothing. Thank you. Have a nice day.
[AGENT][POSITIVE] You have a good day too, and thank you for calling APL. Bye bye sir.