AccountId: 011433970860
ContactId: 31a99d3f-6fb6-4c3d-bf4f-5a3aa12485ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497940 ms
Total Talk Time (AGENT): 128073 ms
Total Talk Time (CUSTOMER): 147754 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/31a99d3f-6fb6-4c3d-bf4f-5a3aa12485ed_20250203T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling here for the facility and checking on a claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How, how are you doing today?
[CUSTOMER][POSITIVE] And do, thanks for asking.
[AGENT][NEUTRAL] You're welcome. Can I please get your callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and I can help you with claim status. Can you give me the patient's name?
[CUSTOMER][NEUTRAL] Yeah, sure. It's going to be, [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's um.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, and patient's policy number?
[CUSTOMER][NEUTRAL] Uh, patient's policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02152735.
[AGENT][NEUTRAL] OK, let me look the policy real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] Um, it's going to be on, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the charge amount?
[CUSTOMER][NEUTRAL] 13,000 17 $75 even.
[AGENT][NEUTRAL] OK. And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $1,374 even.
[AGENT][NEUTRAL] OK, thank you. And what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] It's a Florida University Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Ms. [PII], so I can look up this claim for you 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][NEUTRAL] Thank you for holding for me. So looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK, upon checking here, I could see that the claim has been submitted as a paper claim. Uh, just a second, let me check the mailing address.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thanks for that. It's just again.
[CUSTOMER][NEUTRAL] OK. And uh upon checking here, I could see that the claim has been submitted on uh [PII] to the mailing address [PII] and the ZIP code is [PII]. Is that the correct mailing address?
[AGENT][NEUTRAL] Yes, you have the wrong mailing address.
[CUSTOMER][NEUTRAL] OK. May I have the uh correct mailing address?
[AGENT][NEUTRAL] Yes, it's [PII] and that's [PII].
[AGENT][NEUTRAL] And that's [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Just to confirm, you've been cutting in and out. Uh, the [PII] is going to be [PII]. The zip code is [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, thanks for that. May I have the uh your ID?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, it's 60801.
[CUSTOMER][NEUTRAL] 6001.
[AGENT][NEUTRAL] No, 60801.
[CUSTOMER][NEUTRAL] 60801. OK, thanks for that. May I know the time limit?
[AGENT][NEUTRAL] We don't have one.
[CUSTOMER][NEUTRAL] OK, thanks for that. And uh may I know the member's effective date and termination date?
[AGENT][POSITIVE] Yes ma'am, the effective date is.
[AGENT][NEUTRAL] [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, thanks for that. May I know the plant type?
[AGENT][NEUTRAL] APL Medlink.
[CUSTOMER][NEUTRAL] OK. May I know the group's name and the group number?
[AGENT][NEUTRAL] Group number is 16269.
[AGENT][NEUTRAL] And the group name is Milondes Shalom Academy.
[CUSTOMER][NEUTRAL] Uh, sorry, I haven't got you now. Could you please repeat once more?
[AGENT][NEUTRAL] Group number is 16269.
[AGENT][NEUTRAL] The group name is Leamondes Shalom Academy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I have the, uh, just a second.
[CUSTOMER][NEUTRAL] OK. May I have the call reference number to this one?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thanks for that. You have been extremely helpful. I appreciate your assistance and patience. I'll waiting.
[AGENT][POSITIVE] Oh, thank you.