AccountId: 011433970860
ContactId: 21215c87-a667-4db8-b2fb-a6b1b3cece7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277709 ms
Total Talk Time (AGENT): 112714 ms
Total Talk Time (CUSTOMER): 97442 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/21215c87-a667-4db8-b2fb-a6b1b3cece7f_20250218T17:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling on behalf of provider office to check the claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure.
[CUSTOMER][NEUTRAL] Could you please help me there?
[AGENT][POSITIVE] Yes, it would be my pleasure to help you with claim status. What is the callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Yes. It's 02487974, M as in Mary, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Patient name is [PII], and date of birth, [PII].
[AGENT][NEUTRAL] Thank you, and I can help you with the claim status for [PII]. What is the data service?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[AGENT][NEUTRAL] And what is the bill amount, please?
[CUSTOMER][NEUTRAL] $4,518 even.
[AGENT][NEUTRAL] And the name of the facility, please?
[CUSTOMER][NEUTRAL] HCA Florida Northwest Hospital.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with that claim status.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm showing that we received that claim on [PII].
[CUSTOMER][NEUTRAL] Uh, wait a moment, wait a moment.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] Received on [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Processed on [PII].
[AGENT][NEUTRAL] And it is pending for the primary EOB. We are secondary to the patient's major medical insurance.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we're needing that primary insurance from United Healthcare.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] Yes. Uh, I want the information that we have sent it previously on.
[CUSTOMER][NEUTRAL] [PII] to the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] That is correct, but we have not received it yet. Now if you would like, you can fax that primary EOB directly to our claims department.
[CUSTOMER][NEUTRAL] Did you receive
[CUSTOMER][NEUTRAL] OK. Fax number, please?
[AGENT][NEUTRAL] Fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Timely filing for this, please.
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know the patient effective and term date?
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] No term date on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh your name, please?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, [PII], nothing else. You have provided the enough information that I needed and uh I need the reference number.
[AGENT][POSITIVE] The reference number would be my name and today's date, and I spell my name [PII] if needed. It's been a pleasure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, same to you. Take care. Bye-bye. Nice talking to you.
[AGENT][POSITIVE] Bye-bye. You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.