AccountId: 011433970860
ContactId: 3b8f9e03-fe4d-4c29-982f-50faae9648fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230279 ms
Total Talk Time (AGENT): 79804 ms
Total Talk Time (CUSTOMER): 89594 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3b8f9e03-fe4d-4c29-982f-50faae9648fd_20250320T14:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm with Boca Raton Regional Hospital. I'm checking the claim status. How are you today?
[AGENT][POSITIVE] I'm good, how are you?
[AGENT][NEUTRAL] Uh, could I get a callback number for you?
[CUSTOMER][POSITIVE] Blessed. Thank you.
[CUSTOMER][NEUTRAL] [PII] that's correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said you're calling for status today?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, patient's ID number is.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It says policy number individual then it has group 24141. This is APL, right?
[AGENT][NEUTRAL] Correct, it would be the outpatient certificate number.
[CUSTOMER][NEUTRAL] Right, yeah, but I'm just saying they don't have it on here, I believe, mhm.
[AGENT][NEUTRAL] OK, hold one moment.
[AGENT][NEUTRAL] And what is that group number?
[CUSTOMER][NEUTRAL] OK, the group number is.
[CUSTOMER][NEUTRAL] 24141.
[AGENT][NEUTRAL] And the patient's uh, last name?
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And if I could get the date of birth please.
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEGATIVE] Oh shit
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, thank you and what is the data service you're checking?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] $26,599.82.
[AGENT][NEUTRAL] OK, thank you for that. I do show we did receive the claim, uh, claim was received on [PII] and we requested the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's that claim number?
[AGENT][NEUTRAL] 352-859-0.
[CUSTOMER][NEUTRAL] 352-853532589 what?
[AGENT][NEUTRAL] No. 352-859-0.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 352-89 what else ma'am?
[AGENT][NEUTRAL] 50, I'm sorry, 352-8590.
[CUSTOMER][POSITIVE] That that that's all right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8590 got it.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, so you said y'all received and the claim denied because y'all requested the EOB?
[AGENT][NEUTRAL] The primary EOB, yes, sir.
[CUSTOMER][NEUTRAL] Yeah, what's your fax number there?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 423 is the fax number. Alright, and can I have a reference number for our call, please?
[AGENT][NEUTRAL] Yes, sir, to reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] [PII] I got it. Alright, thank you. Have a good day, bye.
[AGENT][POSITIVE] You're welcome, [PII] you have a wonderful day.