AccountId: 011433970860
ContactId: 23340176-ab54-4129-8373-f585fd192567
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244089 ms
Total Talk Time (AGENT): 99025 ms
Total Talk Time (CUSTOMER): 52393 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/23340176-ab54-4129-8373-f585fd192567_20250324T13:11_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] Hi, my name is [PII] calling from Broader's office to check on a claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that claim status. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] That is 2272854.
[AGENT][NEUTRAL] 2272854
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um yes, patient's name, it is, just a moment.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, uh, [PII], it would be a pleasure to help you with that claim status. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, claim number, it is 3554596.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What is the facility name?
[CUSTOMER][NEUTRAL] The Florida Kendal Hospital.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm showing that we did receive that claim on [PII].
[AGENT][NEUTRAL] The claim was processed on [PII], and [PII], this claim is pending for the primary EOB.
[CUSTOMER][NEUTRAL] Mhm. OK. Um, we just already send the UB through fax, fax number [PII].
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] That is correct. Do you know when that was sent?
[CUSTOMER][NEUTRAL] Um, on [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hang on just a second, let me check for you, see if we've received it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing it in the system.
[AGENT][NEUTRAL] But I'm checking to see if maybe we have it in our fax queue. Hang on just a second, I'll check that for you.
[AGENT][NEUTRAL] I'm not showing that it came through [PII] can that be re-faxed?
[CUSTOMER][NEUTRAL] All of its
[AGENT][NEUTRAL] Yeah, I'm not showing that the fax came through. Can you re-fax that to that [PII] fax number?
[CUSTOMER][NEUTRAL] Sure, may I have the call and sprints.
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] [PII], it was a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you and have a great day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care.