AccountId: 011433970860
ContactId: 2d1cbe53-43df-4fc7-b082-dfac9b6705bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 714739 ms
Total Talk Time (AGENT): 216044 ms
Total Talk Time (CUSTOMER): 216567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/2d1cbe53-43df-4fc7-b082-dfac9b6705bc_20250613T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from provider's office. check on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is?
[CUSTOMER][NEUTRAL] 02419388 M like Mary, L like Lima 7.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], I'll verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Date of service [PII] and to the bill amount $72,0099 even.
[AGENT][NEUTRAL] And what was the balance after primary process the claim?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 4000 account balance.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] you, you mean the account balance?
[AGENT][NEUTRAL] Yes, the balance after primary insurance has processed the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] $4,717 even.
[AGENT][NEUTRAL] OK, thank you, ma'am. And give me one moment, please. You said the date of service was [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Was this for the facility?
[AGENT][NEUTRAL] Uh, what's the name of the provider's office, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's Florida Mercy Hospital.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 551.
[CUSTOMER][NEUTRAL] 08
[AGENT][NEUTRAL] 35889 OK one moment.
[CUSTOMER][NEUTRAL] A like Alpha
[AGENT][NEUTRAL] I'm showing that claim was received several times. Uh, the initial time process is needing primary EOB and the other two times as duplicates because we're needing the primary EOB.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, could you please provide the status of the primary UB? When was it received? When was it denied?
[AGENT][NEUTRAL] We have not received the primary EOB. That's the reason why the claim process is needing the primary EOB.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. So, we have submitted it on it.
[CUSTOMER][NEUTRAL] Last on 662024 and to the fax number [PII]. Is this the correct one?
[AGENT][NEUTRAL] Uh, that is the correct, uh, fax number, but I do not show we've received it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] So you may have to mail it.
[CUSTOMER][NEUTRAL] OK. Do you need
[AGENT][NEUTRAL] Or refax the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, to the same fax number?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 2 more claims. Could you please assist with those?
[AGENT][NEUTRAL] Is it for the same patient?
[CUSTOMER][NEUTRAL] No, for the different one.
[AGENT][NEUTRAL] OK, give me one moment, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 58
[AGENT][NEUTRAL] Uh one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] One moment sorry.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] Uh the fax number.
[AGENT][NEUTRAL] OK, and what is the next policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's 0411232654.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. What is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name [PII].
[AGENT][NEUTRAL] Uh, please verify, uh, spell the name, the first and last name for me, please.
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] And the last name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said the last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't show that patient in our system. You may have to contact them to verify who their insurance is with.
[CUSTOMER][NEUTRAL] OK. I have one more other claim.
[AGENT][NEUTRAL] OK, and what is that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The other one.
[CUSTOMER][NEUTRAL] It's going to be
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 02444783.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and give me one moment.
[AGENT][NEUTRAL] Patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Uh, don't show that date of birth for that patient. Uh, verify the first and last name again, please.
[CUSTOMER][NEUTRAL] [PII] is the last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, [PII] is the first name.
[AGENT][NEUTRAL] [PII], OK. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] The $65,142 even.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] $1,072.77.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] And the name of this provider?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] CJW Medical Center.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I do not show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. Um, the zip code is [PII].
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] And I don't show we received that claim, so I can uh give you that fax number again. You can fax the claim to our office if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] Yeah, go on, please. I'm ready.
[AGENT][NEUTRAL] 87, 877-365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK, timely filing in.
[AGENT][NEUTRAL] There is no time limit to submit claims.
[CUSTOMER][NEUTRAL] Effect the term date, do you have it?
[AGENT][NEUTRAL] Effective [PII], policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reference number, please.
[AGENT][NEUTRAL] If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Your name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thanks for providing. Have a nice day. Thank you. Bye-bye. Nice talking to you. Have a nice day.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Right.