AccountId: 011433970860
ContactId: 50ef6119-d459-4019-b749-8b181db35feb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308000 ms
Total Talk Time (AGENT): 121830 ms
Total Talk Time (CUSTOMER): 88046 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/50ef6119-d459-4019-b749-8b181db35feb_20250513T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I am calling from uh HCA Florida Palms West Hospital. We got a request for the primary EOD. I need to verify that that's been received.
[AGENT][NEUTRAL] OK, I can check and make sure that we've received the EOB and um for the claim. Miss [PII], can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, first name is [PII] Last name is [PII]. Date of birth is [PII]. Policy number is 37866.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and you said the policy number was 37866, or is that the um claim number?
[CUSTOMER][NEUTRAL] Um, I believe it's the policy number. It may be the claim number.
[AGENT][NEUTRAL] No, that's not the claim number or the policy number. Do you see?
[AGENT][NEUTRAL] Uh, number that starts with a 01 or 02 or an inpatient or outpatient cert number?
[CUSTOMER][NEUTRAL] Uh, let me double check.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Or if you even have the claim number.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh, yes, I found a claim number 356-586-0.
[AGENT][NEUTRAL] OK, let me look that up. That will pull in the policy number for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, do you guys do you know when you sent in the um EOB?
[CUSTOMER][NEUTRAL] Uh, let me double check for you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It looks like it was sent. Let me see this date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, at this time looking at his claims, I don't see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That we have received it now we did have something reported on [PII] but it's also given me the same.
[AGENT][NEUTRAL] Um, remark that we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK, is there a fax number I can send it to?
[AGENT][NEUTRAL] Yes, ma'am. Let me give that to you. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Pro
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] 94.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] And if you can refer to.
[CUSTOMER][POSITIVE] Perfect. OK, yeah, I'll text directly.
[AGENT][NEUTRAL] Let me give you the policy number for you to refer the policy number and the claim number. The policy number is 2544.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 987.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a problem. I'll get that right over to you. Is there anything else that you need other than the, uh, [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. That's the only thing it's asking for.
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.