AccountId: 011433970860
ContactId: 47a58f84-682b-4b5c-b05b-12938d133f7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232130 ms
Total Talk Time (AGENT): 62318 ms
Total Talk Time (CUSTOMER): 57412 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/47a58f84-682b-4b5c-b05b-12938d133f7c_20250320T12:21_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[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 verify client status.
[AGENT][NEUTRAL] Your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're calling for a claim status. OK, what's the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 2272854.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII]. It is a direct line, no extension.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] [PII], if you can verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, ma's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service and the total charge?
[CUSTOMER][NEUTRAL] The date of service is the date range from [PII], with the total charges of $70,536 even.
[AGENT][NEUTRAL] OK, what's the name of the hospital?
[CUSTOMER][NEUTRAL] HCA Florida, Kendal Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this claim was received [PII].
[AGENT][NEUTRAL] Process [PII], and we need a copy of the major medical explanation of benefits.
[CUSTOMER][NEUTRAL] OK. And could you please help me with the fax number to submit the primary UOB?
[AGENT][NEUTRAL] I can. 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK, thank you, and that's it. Could you please help me with the call reference number?
[AGENT][NEUTRAL] Oh, you'll use my name in today's date as reference for today's call, [PII] First initial of my last name is [PII]. And did you say your callback number is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, did you have any other questions we can help out with today [PII]?
[CUSTOMER][POSITIVE] Uh, that's another question. So thank you for your time and assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.