AccountId: 011433970860
ContactId: 4f983819-2ecc-4d9b-9ead-eef328b6f652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444589 ms
Total Talk Time (AGENT): 100428 ms
Total Talk Time (CUSTOMER): 238558 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/4f983819-2ecc-4d9b-9ead-eef328b6f652_20250410T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good afternoon. My name is [PII]. I am calling on behalf of HCA Florida West Side Hospital to get the status of a claim, please.
[AGENT][NEUTRAL] OK, I can assist you with the claim status spell your first name for me.
[CUSTOMER][NEUTRAL] It's [PII] last initial is [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number, [PII], and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Best contact callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the member's policy number is Whiskey 272800739.
[AGENT][NEUTRAL] OK, do you have a policy number? I mean, I'm sorry, an ID card?
[CUSTOMER][NEUTRAL] That's the member's ID.
[AGENT][NEUTRAL] I know, but do you that's not our number, so I was asking if you had the card in your hand.
[AGENT][NEUTRAL] For American public life.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, this we're calling in regards to the Aetna plan. This is the American, the group, the group, um, pairer.
[AGENT][NEUTRAL] So you've contacted American Public Life?
[CUSTOMER][NEUTRAL] Correct, through Aetna, aren't you the third party administrator?
[AGENT][NEUTRAL] We're secondary to the major medical, but we're not Aetna.
[AGENT][NEUTRAL] So are you trying to reach Aetna?
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, somehow you got American public life.
[CUSTOMER][NEUTRAL] American Public Life. OK, I'm look, I'm looking at the card right now, sorry. OK, so American Public Life for the payer, payer ID patients, let's see, hospital member number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Do you want the hospital benefit number or?
[AGENT][NEUTRAL] This policy er certificate number, yes. Either the outpatient or the inpatient is fine.
[CUSTOMER][NEUTRAL] Inpatient is 02462632 M as in Mary, L as in Lima, the number 7.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You're welcome. Uh, let's see.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and we're checking a claim status for her, correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right, could you provide the data service in charge?
[CUSTOMER][NEUTRAL] [PII] with a billed amount of $207,301.22. I do not have a claim number. If you can confirm it for me, I would greatly appreciate it.
[AGENT][NEUTRAL] Mhm, can you repeat the total bill amount for me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's $207,301.22.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And so this would be the facility charge?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm not showing the facility charge received at this time.
[CUSTOMER][NEUTRAL] OK, let's let me just double check the payer ID billing history. OK, so it was sent by mail. Let me verify on [PII]. It was sent to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the um American Public Life claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] State is [PII].
[AGENT][NEUTRAL] Zip code is [PII] and then I can give you the payer ID number too if you want it.
[CUSTOMER][NEUTRAL] Sure, give me one moment. Let me go ahead and look at this. [PII]. Let me just repeat that mailing address back to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] L A HO OK, so that was [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mail and then what is the payer ID please?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801 and what is the timely filing, please?
[AGENT][NEGATIVE] Uh, no timely filing to submit the claim.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] And can I have a reference number for this number, please?
[AGENT][NEUTRAL] Sure, it'll be my name in today's date, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh [PII]
[AGENT][NEUTRAL] And first initial of my last name is [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] No, I did not, but I did have one more account. Maybe you can, um, I think that was for the Cigna in reference to that for the American Life. Give me one moment please.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Go and see.
[CUSTOMER][NEUTRAL] And let's see liabilities.
[CUSTOMER][NEUTRAL] American life.
[CUSTOMER][NEUTRAL] And it's.
[CUSTOMER][NEUTRAL] Contact
[CUSTOMER][NEUTRAL] Quest bill.
[CUSTOMER][NEUTRAL] It rejected. Let me see if I have that payer ID correct. Payer ID 6080. It normally is five digits. I'm missing a number.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] 60801. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, thank you for that.
[CUSTOMER][NEUTRAL] OK, and then the next number is loading.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, look ahead.
[CUSTOMER][POSITIVE] Alright, my peer completed the last account. Thank you so much for your patience first and foremost, and thank you for your help and your assistance. I do hope you have a wonderful rest of your day. Thank you.
[AGENT][POSITIVE] You're welcome, [PII].
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.