AccountId: 011433970860
ContactId: 3ca75d4b-c4c7-4271-a9d8-ddb1a2fb6434
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532000 ms
Total Talk Time (AGENT): 129280 ms
Total Talk Time (CUSTOMER): 258924 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3ca75d4b-c4c7-4271-a9d8-ddb1a2fb6434_20250602T17:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is uh [PII] calling from the provider's office.
[CUSTOMER][NEUTRAL] To check on the claim status, how are you doing today?
[AGENT][POSITIVE] I'm doing good [PII] how are you doing today sir?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm doing great, thank you for asking. Uh, could you please spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, and [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII]. Uh, you're asking if the provider NPA, uh, just bear with me.
[AGENT][NEUTRAL] Thank you, sir. And then what is the policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, the policy number, it's gonna be 01702597 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, let me pull up this policy.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got Ruben pulled up now. What is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, bear with me.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII].
[CUSTOMER][NEUTRAL] The total bill amount is $3,384 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, it's $2,694.90.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK, thank you. And then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, yes, bear with me.
[CUSTOMER][NEUTRAL] but
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Anesthesia physician Solutions so [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I look up this claim for us and I'll be right back sir.
[CUSTOMER][POSITIVE] Yes, OK, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] a way of pooped.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII] for holding for me. So looking on the data service of [PII], I do not find a claim on file for this member.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, we have submitted the claim on, just bear with me.
[CUSTOMER][NEUTRAL] On [PII], we have submitted the claim through electronically claim. Uh yes, electronically, we submitted through our clean cleaning house.
[AGENT][NEUTRAL] Did you send it by mail?
[AGENT][NEUTRAL] Electronic
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I am not showing that we have received it.
[CUSTOMER][NEUTRAL] But the member is effective for the date of service, right?
[AGENT][NEUTRAL] Yes, the, um, policy is active from [PII] and it is current.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's currently active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Could you please cross check in the system whether I have any claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] It's gonna be just a moment.
[AGENT][NEUTRAL] Yeah, I have claimed, but it's not from the facility that you gave me.
[CUSTOMER][NEUTRAL] Uh, just bear with me. Uh, the facility is
[CUSTOMER][NEUTRAL] Uh, HCA Florida Kendalley Hospital.
[AGENT][NEUTRAL] No, sir, that claim is not on file.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I will tell you the tax ID. You can check with the tax ID.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, I will tell you the tax ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No sir, we do not have a claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, just bear with me. The division is anesthesia physicians of Florida LLC.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] No, there's no claim on file. I have two claims, but they're not from you. They're from a whole different tax ID number.
[CUSTOMER][NEUTRAL] OK, do you know people who are not good and not doing production want get close this and are they being aware or mother will take care of them.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I can give you uh the payer ID number and the address to send the claim to him and you can verify, make sure you have the right one.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, the payer ID number.
[CUSTOMER][NEUTRAL] Yes, you can give me the payer ID.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] bottle.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 2023, 4000.
[CUSTOMER][NEUTRAL] Can.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, can I get a call reference number?
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], in today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you for your assistance. Have a great day.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Thank you for calling APL. You take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.