AccountId: 011433970860
ContactId: 3fcd87bf-dde6-420d-93df-fd13f818221b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180559 ms
Total Talk Time (AGENT): 59890 ms
Total Talk Time (CUSTOMER): 91822 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3fcd87bf-dde6-420d-93df-fd13f818221b_20250623T16:02_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII] and I'm with Boca Raton Regional Hospital. I'm checking on a claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] that's correct.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Patient's ID number is 086-7100 ML8.
[AGENT][NEUTRAL] Something, can I have just the numbers again please?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I have 086-7100, then I have ML 8.
[AGENT][NEUTRAL] There's some numbers missing um do you have a social?
[CUSTOMER][NEUTRAL] Uh, let's see what we got.
[CUSTOMER][NEUTRAL] Uh, all I have is the last four of the social, but I do have the patient's name and date of birth.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Um, let me give you the number that I have. Um, I have.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 01867100.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 0186710.
[AGENT][NEUTRAL] 0 200 100.
[CUSTOMER][NEUTRAL] 0 20,100 OK that's the uh ID number, right?
[AGENT][NEUTRAL] That's correct. And what's the date of service for the claim? That's correct.
[CUSTOMER][NEUTRAL] The correct ID number, OK.
[CUSTOMER][NEUTRAL] Day of service was [PII].
[AGENT][NEUTRAL] And the tax ID?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No I'm showing the claim was denied because we needed the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] EOB, you haven't received it yet. What address would we send that to?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Let me repeat that [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Allergies, uh, may I get a reference number if I would call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] OK, thank you very much alright.
[AGENT][POSITIVE] Thank you for calling APO you have a