AccountId: 011433970860
ContactId: 2b0a821e-5d1f-49b8-9a13-b935cc333312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409459 ms
Total Talk Time (AGENT): 116110 ms
Total Talk Time (CUSTOMER): 92810 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/2025/01/14/2b0a821e-5d1f-49b8-9a13-b935cc333312_20250114T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling for Florida Kendal Hospital.
[CUSTOMER][NEUTRAL] To check on a claim or bill status for a patient.
[AGENT][NEUTRAL] OK, I can help you. And what's the policy number?
[CUSTOMER][NEUTRAL] 0186.
[CUSTOMER][NEUTRAL] 944
[CUSTOMER][NEUTRAL] 3 ML 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line extension.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that and you said you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the date of service and the total charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was totally bill for $10,415 even.
[AGENT][NEUTRAL] OK. Is this for the hospital, a hospital bill?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, we denied it for a copy of the primary explanation of benefits.
[AGENT][NEUTRAL] Um, we did receive additional documentation, but it's the itemized bill. The primary ELB was not attached to that second submission, so we still need the primary ELB.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. One moment, please.
[CUSTOMER][NEUTRAL] And the primary.
[CUSTOMER][NEUTRAL] Is uh Blue Care.
[AGENT][NEUTRAL] Moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And you can also check your status online at [PII], [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] OK. Just a sec, please. I'm just checking if we have it or not.
[AGENT][NEGATIVE] We do not, we've not received it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, uh, can I have the claim number, please?
[AGENT][NEUTRAL] OK, so the initial claim number is 349.
[AGENT][NEUTRAL] 8602.
[AGENT][NEUTRAL] And the second claim number is 352.
[AGENT][NEUTRAL] 6130.
[CUSTOMER][NEUTRAL] OK. Can I have a receipt it and then all it, please?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Mhm take your time.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The received date for claim number 349-8602 was [PII].
[AGENT][NEUTRAL] The process date is [PII].
[AGENT][NEUTRAL] And the second claim was received [PII].
[AGENT][NEUTRAL] Process [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And it can be sent via fax or email?
[AGENT][NEUTRAL] You can't send it via email. You could fax it or mail it or upload it online.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Can I have fax, please?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And the mailing address, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think that
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] The payer ID number is 60801.
[CUSTOMER][NEUTRAL] And uh mailing address, you said uh [PII].
[AGENT][NEUTRAL] Uh-huh. In [PII].
[CUSTOMER][NEUTRAL] And the zip code is?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do we need to attach the claim form? Are you with a phone form?
[AGENT][NEUTRAL] We just need the uh primary explanation of benefits for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No need. OK, just a sec, please. And you said your name is, please repeat it again.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I have your name, please, again?
[AGENT][NEUTRAL] It's [PII], first initial of my last name is [PII], and you'll use my name in today's date as reference for today's call. [PII], did you have any other questions?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Nice to talk with you. Have a good day. Take care. Bye-bye, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm, bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um