AccountId: 011433970860
ContactId: 193ec817-8c62-4ceb-add8-c67f400f5e14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326279 ms
Total Talk Time (AGENT): 119226 ms
Total Talk Time (CUSTOMER): 81933 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/2025/05/23/193ec817-8c62-4ceb-add8-c67f400f5e14_20250523T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name initial [PII]. I'm here calling to check up on a claim status.
[AGENT][NEUTRAL] I can assist you. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02 02249087 M as in Mike L as in Lima 7.
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] no extensions.
[AGENT][POSITIVE] Thank you. How do you spell your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the date of birth?
[CUSTOMER][NEUTRAL] What about your first name?
[AGENT][NEUTRAL] It's [PII], [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the date of service in charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the charge amount is $13,432 even.
[AGENT][NEUTRAL] And the total
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this would be an emergency room charge?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For the facility? OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] It was crap crap.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And what?
[CUSTOMER][POSITIVE] Well there's nice.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah yeah
[AGENT][NEUTRAL] Alright, so I show the claim was reviewed on the.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you're going to be receiving a document or this office is going to be receiving a document in the mail um and it says that um we were not able to accept the assignment of benefits for the claim filed due to a discrepancy reported to us by the IRS that is a combination.
[AGENT][NEUTRAL] Of the name and the taxpayer identification number on the account on the, you know, on your account.
[AGENT][NEUTRAL] Um, and they're wanting you to visit with I the visit the IRS website for additional information on how to resolve this issue.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, once it's resolved with the RS, um, then send, uh, you can send APL a copy of the updated information, and then we can proceed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Well, you should be receiving this shortly to the address, the billing address on the claim for HCA Florida University Hospital.
[CUSTOMER][NEUTRAL] Do you have an uh an expected time for this to arrive?
[AGENT][NEUTRAL] So the claim was mailed on uh processed on [PII]. It would have been released from our office the next business day.
[AGENT][NEUTRAL] I can't gauge when you're going to receive it. I can just tell you when it was, so the [PII] was on a Saturday, so it would have been mailed from our office on the [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you have any other questions?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me to pull to put that into my documentations.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I actually do have one more question. What is the call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name in today's date, [PII].
[AGENT][NEUTRAL] ONYA first initial and last name is [PII].
[CUSTOMER][POSITIVE] Got it. Alright, uh, that will do for this call. Hope you have a good one.
[AGENT][POSITIVE] You too, thanks for calling APLR and have a good weekend.
[CUSTOMER][NEUTRAL] You as well.