AccountId: 011433970860
ContactId: 165caaa5-ec02-4bac-a090-a1be1b7c3c2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720200 ms
Total Talk Time (AGENT): 149783 ms
Total Talk Time (CUSTOMER): 147335 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/165caaa5-ec02-4bac-a090-a1be1b7c3c2d_20250407T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling for SA Florida West Hospital to check on a claimable status for patient.
[AGENT][NEUTRAL] OK, I can help you with the claim status, [PII]. Can I get your um callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Directly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, I apologize. All right. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] ID 02344316 ML 7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Sure. Date of service is [PII] and it was totally billed for $4,882.50.
[AGENT][NEUTRAL] And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] July 192444882.50.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just to $700 even.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] 700. OK, and you said you were calling from HCA Florida Hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look that claim up and I'll be right back.
[CUSTOMER][POSITIVE] Yes, take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have the claim for you.
[AGENT][NEUTRAL] The claim number is 3571031 and the claim was denied because the outpatient benefit for the calendar year has been met.
[AGENT][NEUTRAL] You there, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One moment, please, let me check.
[AGENT][NEUTRAL] Hello [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you. I'm just checking.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the claim number is 357.
[CUSTOMER][NEUTRAL] Yes, 357.
[CUSTOMER][NEGATIVE] Your voice is breaking actually.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Did you hear the denial reason?
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The claim number is 3571031 and the claim was denied because the outpatient benefits for the calendar year were met.
[CUSTOMER][NEUTRAL] Yeah, yeah. OK.
[CUSTOMER][NEUTRAL] OK, can I have the receive it and then it, please?
[AGENT][POSITIVE] Yes, let me look that up for you real quick.
[AGENT][NEUTRAL] The claim was received on [PII] and the claim was denied and processed on [PII].
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm still checking for the charges. Uh OK. So, and so the remaining charges of will be the patience of the provider's liability?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have that information? Who's gonna pay that bill?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, we don't give patient responsibility.
[AGENT][NEUTRAL] That's determined by the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries. Thank you. And the total patients responsibility is $0.
[CUSTOMER][NEGATIVE] Right, no patients responsibility.
[AGENT][NEUTRAL] No
[AGENT][NEGATIVE] We don't give patient responsibility.
[CUSTOMER][NEUTRAL] OK. No worries. Uh, could you send us the EOP via fax?
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] Sure, the fax ID is [PII].
[CUSTOMER][NEUTRAL] [PII]. You can put the attention to the patient's account number.
[AGENT][NEUTRAL] OK, I will do that.
[CUSTOMER][NEUTRAL] Do you want me to repeat the fax ID?
[AGENT][NEUTRAL] Uh, the fax number is 833.
[CUSTOMER][NEUTRAL] Yeah. The patient's account number.
[AGENT][NEUTRAL] [PII] and what's the account number you want me to use?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 140
[CUSTOMER][NEUTRAL] 870
[CUSTOMER][NEUTRAL] 850.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK. And we'll receive it within.
[CUSTOMER][NEUTRAL] 24 hours. Just, can I just mention like that?
[AGENT][POSITIVE] Oh yeah, yes. You'll get it sooner than that actually.
[CUSTOMER][NEUTRAL] Just for documentation.
[CUSTOMER][POSITIVE] OK. Thank you. And you, yeah.
[CUSTOMER][NEUTRAL] Yes. Can I have your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] [PII], nice name. Thank you, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][NEUTRAL] So, can I have the
[CUSTOMER][NEUTRAL] Call reference number, please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] My name in today
[CUSTOMER][POSITIVE] Your name and address date is fine. Thank you. Nice to talk with you. Have a good day. Happy week ahead.
[AGENT][NEUTRAL] Did you get that? You can use my name and today's date for your reference.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I got it. Thank you. Have a good day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you [PII] is there anything else I can help you with before we go?