AccountId: 011433970860
ContactId: 2679075f-e87f-4a5f-b53b-cfc92a4cc57b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417500 ms
Total Talk Time (AGENT): 101420 ms
Total Talk Time (CUSTOMER): 81724 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/2679075f-e87f-4a5f-b53b-cfc92a4cc57b_20250520T22:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from HCA Florida Mercy Hospital to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 016539009 M as in Mike L as in Lima 7. Patient name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is um [PII].
[AGENT][NEUTRAL] Thank you and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Um, let me check one moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] [PII]. And the bill amount is $38,215 even.
[AGENT][NEUTRAL] Thank you. And what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, it's 500.
[AGENT][NEUTRAL] 500 even. OK, [PII], I'm gonna put you on a brief hold while I look at this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, [PII], for holding for me. So I have the claim information for you.
[AGENT][NEUTRAL] The claim number is 354-8204.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The claim has been denied because we need the explanation of benefits from the primary insurance carrier.
[AGENT][NEGATIVE] Which we did receive the claim submitted again on [PII], but it's still lacking the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Um, OK. Uh, when did you receive that claim?
[AGENT][NEUTRAL] The original claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] May I have your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, can I have the
[CUSTOMER][NEUTRAL] Mailing address to send the primary AV again.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what will be the time of filing, sorry, no need of that. Um, can I have your call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thank you for assisting. Have a great day.
[AGENT][NEUTRAL] Is that everything I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][POSITIVE] Alright, well, you have a wonderful day also and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yes