AccountId: 011433970860
ContactId: 3acc4650-c486-4c16-b1cd-8b368d9cd173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475200 ms
Total Talk Time (AGENT): 101872 ms
Total Talk Time (CUSTOMER): 199050 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3acc4650-c486-4c16-b1cd-8b368d9cd173_20250530T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check on the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, I verify claim status for you, [PII]. And what is the policy?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01850635.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] Sure, [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Uh take take on.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Yes, the patient's name is
[CUSTOMER][NEUTRAL] [PII]. And date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] And what was the next.
[CUSTOMER][NEUTRAL] Yes, the date of service is
[CUSTOMER][NEUTRAL] [PII]. The total charge is $12,536 even.
[AGENT][NEUTRAL] OK, and what was the balance after primary?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What was the balance after the primary?
[CUSTOMER][NEUTRAL] What's the matter
[CUSTOMER][NEUTRAL] The balance is $1,466.40.
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And the name of the provider's office?
[CUSTOMER][NEUTRAL] And the name of the provider.
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't get you. Could you please repeat that?
[AGENT][NEUTRAL] What was the name of the provider's office?
[CUSTOMER][NEUTRAL] Yes, the facility name is C Florida Northwest Hospital.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh I can
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Do you need a claim number?
[AGENT][NEUTRAL] I don't give me one moment.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm showing a claim processed on [PII] and a check was mailed in the amount of $2,133.
[CUSTOMER][NEUTRAL] I'm gonna a claim process on [PII] and a check was mailed to me.
[CUSTOMER][NEUTRAL] Um, 2000.
[CUSTOMER][NEUTRAL] So the claim paid?
[AGENT][NEUTRAL] Yes, the claim paid $2,133.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] $2,133 even, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So the claim received on [PII]?
[AGENT][NEUTRAL] No, the claim was received on [PII], processed on [PII].
[CUSTOMER][NEUTRAL] The claim
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] OK. So the claim paid. May I know the last amount?
[AGENT][NEUTRAL] There's not a loud amount, that's just the amount that was paid.
[CUSTOMER][NEUTRAL] that actually.
[CUSTOMER][NEUTRAL] OK, so there is no allowed amount, right? And the allowed amount and the paid amount are the same?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 78
[CUSTOMER][NEUTRAL] OK. So could you please provide me the
[CUSTOMER][NEUTRAL] Payment date.
[CUSTOMER][NEUTRAL] Payment through check or EFT?
[AGENT][NEUTRAL] Through paper check.
[AGENT][NEUTRAL] Single.
[CUSTOMER][NEUTRAL] OK. Could you please single.
[CUSTOMER][NEUTRAL] And could you please provide me the check issue date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. May I know whether the check is cashed or not?
[AGENT][NEGATIVE] No, I don't show it's cleared.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] So, it's not clear, right?
[AGENT][NEGATIVE] I do not show that it is cleared.
[CUSTOMER][NEUTRAL] OK. Could you please verify with the pay to address? The pay to address is [PII]. The ZIP code is [PII].
[AGENT][NEUTRAL] That is correct. That is the address the check was sent to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's within 30 days. OK. So, could you please provide me the callback um copy of EOB through fax?
[AGENT][NEUTRAL] Sure. What is your fax number?
[CUSTOMER][NEUTRAL] Yes, my fax number is [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes, it is attention to patients account number [PII].
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Now, could you please provide me the call reference number?
[AGENT][NEUTRAL] If you like, you may use my name is [PII], and the claim number is 33605245.
[CUSTOMER][NEUTRAL] And the claim number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3605645, right?
[AGENT][NEUTRAL] 524 5.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 524 5.
[CUSTOMER][POSITIVE] Thank you so much for that information. And
[CUSTOMER][POSITIVE] Anyway, thank you. Thank you for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK