AccountId: 011433970860
ContactId: 38da442e-2a48-49bf-9e79-3b6beb213dfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364440 ms
Total Talk Time (AGENT): 104942 ms
Total Talk Time (CUSTOMER): 69507 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/38da442e-2a48-49bf-9e79-3b6beb213dfe_20250506T19:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pros office to check the current status.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And the policy number 01993963. And the patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]. That is [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then can you please give me the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah. And the date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charges.
[CUSTOMER][NEUTRAL] $29,037.96.
[AGENT][NEUTRAL] OK, and then what's the charges after the primary insurance pay their part?
[CUSTOMER][NEUTRAL] 600.
[AGENT][NEUTRAL] OK, and may I please get the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's at the Florida Trinity Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I look up this claim for us, and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you very much for holding for me, Miss [PII]. I do have the claim.
[AGENT][POSITIVE] Details ready for you.
[AGENT][NEUTRAL] The claim number?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's 349-251-8.
[AGENT][NEUTRAL] And the claim was denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Uh, may I know the time on the [PII]?
[AGENT][POSITIVE] Yes, ma'am. Let me look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We received the client name [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] Could you please provide me the fax number and also the mailing address to submit the primary?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The APO claims mailing address is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please provide me the call reference for this card?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. Is that everything I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Have a wonderful day. Bye.