AccountId: 011433970860
ContactId: 16541e0a-dfa8-4c08-8395-58d38e0a6cec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616909 ms
Total Talk Time (AGENT): 136077 ms
Total Talk Time (CUSTOMER): 128878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/16541e0a-dfa8-4c08-8395-58d38e0a6cec_20250604T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the facility office to check up on a claim status. How we doing, [PII]?
[AGENT][POSITIVE] Good. How can I help today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, could you assist me with the claim status, [PII]?
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] You're asking for the policy number, is that right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the policy number has been 02021828 M as in Mike L as in Lima 7.
[AGENT][POSITIVE] Thank you, do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, the callback number must be [PII], direct line.
[AGENT][NEUTRAL] Name of the patient and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The patient name has been [PII]. Date of birth has been [PII].
[AGENT][NEUTRAL] What's the data service?
[CUSTOMER][NEUTRAL] The [PII]. Charge amount has been $24,063.46.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] No, it's number 7.
[AGENT][NEUTRAL] Do you have an amount after primary paid?
[CUSTOMER][NEUTRAL] 1300.
[AGENT][NEUTRAL] OK, so I do show we received this claim on [PII].
[AGENT][NEUTRAL] Claim was processed on [PII]. There was a benefit payment sent in the amount of $800 in a single check.
[CUSTOMER][NEUTRAL] One second, please. As you stated, the claim has been paid, that's what you said, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] What is the allowed amount?
[AGENT][NEUTRAL] The paid amount was $800. That was the maximum benefit payable.
[CUSTOMER][NEUTRAL] OK. What is the mode of payment?
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] Check number?
[AGENT][NEUTRAL] 2046962
[CUSTOMER][NEUTRAL] OK. And what was the issue date?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK, and the clear date?
[AGENT][NEUTRAL] It's not cleared still outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Could you provide me the reference number for this patient because I do have another patient.
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][NEUTRAL] OK. Could you provide me the, could you verify the pet for me?
[AGENT][NEUTRAL] I'm sorry, what did you need me to repeat?
[CUSTOMER][NEUTRAL] Could you verify the pay to address for me?
[AGENT][NEUTRAL] The paid to address. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It was sent to [PII]. It was paid to HCA Florida North Florida Hospital.
[CUSTOMER][NEUTRAL] OK. Can you move to the next patient?
[AGENT][NEUTRAL] Let me just finish notating this 11 moment.
[CUSTOMER][NEUTRAL] Yeah, fine.
[AGENT][NEUTRAL] What is the next member's policy number?
[CUSTOMER][NEUTRAL] Yeah, one second so I can document the information. 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're asking for the member ID or what information do you need first?
[AGENT][NEUTRAL] Policy number, please.
[CUSTOMER][NEUTRAL] Policy number 025099909.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth has been [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] The service has been [PII].
[AGENT][NEUTRAL] Build them out.
[CUSTOMER][NEUTRAL] Yeah, the total charge amount has been $33,270 even.
[AGENT][NEUTRAL] Do you have a different amount after primary paid?
[CUSTOMER][NEUTRAL] It's 2525.84.
[AGENT][NEUTRAL] 52584.
[CUSTOMER][NEUTRAL] Yes, 5, sorry, it's 2525.84.
[AGENT][NEUTRAL] So $2,525.84.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't show any claims on file for $2,525.84. Do you have a claim number?
[CUSTOMER][NEUTRAL] Yes, it's 359-049-3.
[AGENT][NEUTRAL] Claims received on [PII]. It was denied on [PII]. We need the primary EOB.
[CUSTOMER][NEUTRAL] OK, one second. As you stated, the claim has been received on [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. What is the status for that, yeah, as I can see previously we sent uh
[CUSTOMER][NEUTRAL] Primary UB
[AGENT][NEUTRAL] What date was it sent on?
[CUSTOMER][NEUTRAL] Yeah, I can see, we previously sent uh primary will be on.
[CUSTOMER][NEUTRAL] [PII], which was in yesterday.
[AGENT][NEUTRAL] Yeah, so we don't show anything as of yet.
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Could you provide me the fax number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Attention.
[AGENT][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] Uh, can the family family limit to submit the primary will be?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Can I use the same call reference number for this patient also, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, OK. Have a wonderful day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye for now.
[CUSTOMER][NEUTRAL] Yeah.