AccountId: 011433970860
ContactId: 4a4a5f03-b464-4264-ab94-bcaa4da8405b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453320 ms
Total Talk Time (AGENT): 136408 ms
Total Talk Time (CUSTOMER): 176389 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/4a4a5f03-b464-4264-ab94-bcaa4da8405b_20250605T17:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. Hi, uh, so I'm calling from the office and my name is [PII], spelled as [PII].
[AGENT][NEUTRAL] OK, and [PII], how may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh so I'm checking uh on claim status.
[AGENT][NEUTRAL] OK, what is your?
[CUSTOMER][NEUTRAL] We have submitted a claim on May. uh I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem. May I have your callback number?
[CUSTOMER][NEUTRAL] Uh, sure, um.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Thank you, and my apologies you're calling in regards to claim status, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, so I'm just quickly opening up the information for you.
[CUSTOMER][NEUTRAL] OK, so it is uh 01914396 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you very much. Let me just repeat that just to confirm. I have that as 01914396 ML 8.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Thank you, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, the name is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for the verification process. I have that member pulled up and you're calling for claim status. What is that date of service and charge amount total?
[CUSTOMER][NEUTRAL] Uh, so checking for the date, uh, [PII] last year and it is for the amount of um.
[CUSTOMER][NEUTRAL] $107.75.
[AGENT][POSITIVE] OK, thank you so much. One moment, please.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] OK, and again that it was [PII] last year for $107.75.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Give me one second, 10775.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, uh, I'm really sorry. The, uh,
[CUSTOMER][NEUTRAL] Total charges OK.
[CUSTOMER][NEUTRAL] So yeah if.
[CUSTOMER][NEUTRAL] I can see two amounts for this patient. It is one is 107%.
[CUSTOMER][NEUTRAL] Uh 75 and another one is $8,465.20. So,
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] I'm so sorry. So what is the total billed amount, please?
[CUSTOMER][NEUTRAL] OK, so, so it is $8,465.20.
[AGENT][POSITIVE] OK, thank you so much. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It shows that the claim was received and the payment was made in the amount of $107.75.
[CUSTOMER][NEUTRAL] OK. And when did the claim was received done?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so it is [PII].
[AGENT][NEUTRAL] No, it is [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mhm. And uh when did the claim was processed on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there any patient responsibility?
[AGENT][NEUTRAL] APL does not determine patients responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um can I have the check details like uh check to check number this it is a single checker work like mhm.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course, and this was a single paper check?
[AGENT][NEUTRAL] And the check number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2046321.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there also any cash and engagement rate?
[AGENT][NEUTRAL] OK, let me check that for you. One moment please, [PII].
[AGENT][POSITIVE] Currently the check shows outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the claim number, please?
[AGENT][NEUTRAL] 3604786.
[CUSTOMER][NEUTRAL] 604-768 right?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, the claim number is 3604786.
[CUSTOMER][NEUTRAL] OK, 4786. I got it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think I have all the information required. So, um, so the pay to, can you confirm me the pay to address?
[AGENT][NEUTRAL] Yes, certainly.
[AGENT][NEUTRAL] It was sent to Broward Health Medical Center, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, and there would be any reference number for this call?
[AGENT][NEUTRAL] We do not provide reference numbers, [PII], but you can use my name and today's date. And my last initial is [PII], and also you are able to check claim status on a secure website at [PII].
[CUSTOMER][POSITIVE] OK, OK, thanks a lot, [PII], for providing me all the informations and have a nice day.
[AGENT][POSITIVE] Thank you so much for calling AP. You have a great day as well. Thank you and take care bye.
[CUSTOMER][NEUTRAL] Bye bye.