AccountId: 011433970860
ContactId: 3b740ff3-014d-4132-a34f-5f1c10ab370a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545070 ms
Total Talk Time (AGENT): 109439 ms
Total Talk Time (CUSTOMER): 89812 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/3b740ff3-014d-4132-a34f-5f1c10ab370a_20250528T17:45_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] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with client status. Can I please get your call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the provider's office you're calling from [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] HCF Florida Kendal Hospital.
[AGENT][NEUTRAL] Thank you and then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, patient's name and date of birth is uh.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, member's policy number is 02565852.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. Let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, date of service is uh [PII] and the bill amount is uh
[CUSTOMER][NEUTRAL] $13137,213.66.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm sorry. Could you repeat that?
[AGENT][NEUTRAL] What is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's $350.
[AGENT][NEUTRAL] OK [PII], I'm gonna put you on a brief hold while I look up this claim and I'll be right.
[CUSTOMER][NEUTRAL] Do you require the primary UV?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes, we always we always require the primary EOB.
[CUSTOMER][NEUTRAL] OK. Uh, when it was received, uh, when did the claim was received?
[AGENT][NEUTRAL] I'm gonna have to look that information up for you so I'm gonna put you on a brief hold while I look up the claim.
[AGENT][NEUTRAL] It's gonna be a quick hold. I'll be right back.
[CUSTOMER][NEUTRAL] Go ahead, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I do have the claim information for you.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Can I get the received date and denial date, please?
[AGENT][NEUTRAL] It hasn't been denied. The received date is [PII] and the claim was paid to the patient.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Can I get the denial date?
[AGENT][NEUTRAL] There is no denial date. The claim was paid to the patient on [PII].
[CUSTOMER][NEUTRAL] Right one say to the patient.
[AGENT][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Why it was paid to the patient.
[AGENT][NEUTRAL] Because the patient filed it before you did?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Can you fax the uh UB which you have paid?
[AGENT][NEUTRAL] Uh yes, ma'am. Can you give me your fax number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] What is the allowed amount?
[AGENT][NEUTRAL] It's 866-463 and then what was the last four digits?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 7453.
[AGENT][NEUTRAL] And you're wanting the allowed amount of what?
[CUSTOMER][NEUTRAL] What is the allowed amount which you have paid to the patient?
[AGENT][NEUTRAL] Uh, you can see that on the EOB. I can't give that out. That's private information.
[CUSTOMER][NEUTRAL] That the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get this claim ready to fax to you and I'll be right back.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] Can I. You are on hold.