AccountId: 011433970860
ContactId: 1d2457df-4926-43fd-9ccb-7769cfb71ab4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251199 ms
Total Talk Time (AGENT): 103237 ms
Total Talk Time (CUSTOMER): 87705 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/1d2457df-4926-43fd-9ccb-7769cfb71ab4_20250516T20:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Hello, thank you for contacting. My name is.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. It's very hard to hear you. You sound a little muffled.
[AGENT][NEUTRAL] Yeah, sorry, I'm, I'm having a hard time hearing you. You said [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm calling from, um, the business office of Florida Kendall Hospital, and I'm trying to verify a claim status for a patient.
[AGENT][NEUTRAL] OK, I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] 02255706
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][POSITIVE] OK, I do appreciate that. Thank you. What date of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Uh, what, what is the date of service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] OK, date of service is [PII].
[AGENT][NEUTRAL] Thank you. Is there a particular build amount?
[CUSTOMER][NEUTRAL] Yes, the bill amount is $166,679.45.
[AGENT][NEUTRAL] Thank you. Um, the claim number on this, [PII], is 355.
[AGENT][NEUTRAL] 1518.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's 3551518.
[AGENT][NEUTRAL] And it looks like you received your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] The [PII] and we process it on the [PII].
[AGENT][NEUTRAL] Now, we are the secondary or gap insurance for this individual and so we will need a copy of their explanation of benefits from the major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that we will know what the deductible, co-payment or co-insurance is for the.
[AGENT][NEUTRAL] For this
[AGENT][NEUTRAL] So if you could submit that to us.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so just resubmit um the uh primary EOB.
[AGENT][NEUTRAL] Yes, you just submit that to us. Uh, we didn't, we didn't receive it, so, uh, that way we can go ahead and finish processing.
[CUSTOMER][NEUTRAL] OK, and let me just make sure we have the
[CUSTOMER][NEUTRAL] Uh, the claims address is [PII].
[AGENT][NEUTRAL] Uh, no, ma'am, it is not. Um, our address.
[AGENT][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] In the zip code
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me make sure I get that right, um, so [PII].
[AGENT][NEUTRAL] That's correct, yes, and that's in [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, um, let's see here, do I need anything else? No, I believe that is everything. OK, we'll go ahead and get that resubmitted. I'm sorry, could you spell your name out for me?
[AGENT][NEUTRAL] Yes, it's [PII] and the first letter of my last name is [PII]. We use that today's date of the reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting AT. Have a good day.