AccountId: 011433970860
ContactId: 4ad2a604-d6fa-4122-9adf-6f1af3832125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398989 ms
Total Talk Time (AGENT): 130773 ms
Total Talk Time (CUSTOMER): 87613 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/4ad2a604-d6fa-4122-9adf-6f1af3832125_20250417T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] here calling from provider's office checking on claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Yeah, I'm also doing great, thanks for asking.
[AGENT][NEUTRAL] I can help you with the claim status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII]. Policy number is 02408923. M as in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, sorry, M as in
[CUSTOMER][NEUTRAL] M as in [PII] as in Lima, number 8.
[AGENT][POSITIVE] OK, thank you very much for giving me that information.
[AGENT][NEUTRAL] OK. Let me look up the insured real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] with the total charge of 2 $22,907.52.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's $1,984.43.
[AGENT][NEUTRAL] OK, thank you. And then can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] HCA Florida Oak Hill Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim and I will be right back, ma'am.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I do find the claim. The claim number is 354-8890. The claim has been denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] What is the received and processed date?
[AGENT][NEUTRAL] The received date is [PII] and the process date is [PII].
[CUSTOMER][NEUTRAL] Uh, actually, we have already sent the primary, it will be recently on [PII] via mail.
[AGENT][NEUTRAL] OK, if you sent it on [PII], I'm sorry, did you say [PII]. OK.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] I'm not showing that it has showed up yet, um, that was only 10 days ago, so it needs to go through the process in the system, but at this time I'm not showing it, which doesn't mean that we don't have it it's just not showing up in the computer yet.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So can we allow some more time since it's sent via mail?
[AGENT][NEUTRAL] Right. Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] And just before 10 days.
[CUSTOMER][NEUTRAL] So may I know how, when can I follow up for this?
[AGENT][NEUTRAL] Uh, once we receive it, it can take 7 to 15 days to process it.
[AGENT][NEGATIVE] But as of right now, it's not showing that we've received it from the mail yet.
[CUSTOMER][NEUTRAL] OK, so can we allow a week or 2 weeks more to set to
[AGENT][NEUTRAL] Yeah, yeah, go ahead.
[AGENT][NEUTRAL] Yes, you can go ahead and call back in a week and see if we've received it yet.
[CUSTOMER][NEUTRAL] OK, so what's the call reference number?
[AGENT][NEUTRAL] You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance and have a great day, [PII] bye for now.
[AGENT][POSITIVE] Bye-bye, Ms. [PII]. Thank you for calling APL. I hope you have a wonderful night.