AccountId: 011433970860
ContactId: 599b605e-798d-4c14-ae3e-d0db232c0375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308450 ms
Total Talk Time (AGENT): 131750 ms
Total Talk Time (CUSTOMER): 106482 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/599b605e-798d-4c14-ae3e-d0db232c0375_20250313T21:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. This is may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hello, I'm [PII] calling from provider's office to check claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 02002986. M like [PII] Lima.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. And I missed your name. Could you spell that for me?
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Excuse me, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh [PII] and the date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII] you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the amount of the charge?
[CUSTOMER][NEUTRAL] $7,849 even.
[AGENT][NEUTRAL] OK, and do you have the balance after primary insurance is processed the claim?
[CUSTOMER][NEUTRAL] Uh, yes, already we sent the OB for you. Did you receive any Obi from us?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'm needing, I'm asking, what is the balance after primary insurance has processed the claim, and I can look it up and see if we received that claim.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. It's 6 $609 even.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and while I'm looking at claim information, let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, it's HCF Florida Kendale Hospital.
[AGENT][NEUTRAL] OK, I'm showing this claim paid $350 and
[AGENT][NEUTRAL] Yeah, sure, the client paid $350. This was processed on, give me a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A large amount
[AGENT][NEUTRAL] Uh, there's not a loud amount, that's just the max that we pay was 350, and this was processed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 25, right?
[AGENT][NEUTRAL] I'm sorry, yes, [PII].
[CUSTOMER][NEUTRAL] OK. It was single payment or as bulk payment?
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Uh, it was paid through check or else EFT.
[AGENT][NEUTRAL] A single paper check.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Check number, please.
[AGENT][NEUTRAL] 203-233-4.
[CUSTOMER][POSITIVE] Thank you. I should date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Paid on same date, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, this is
[CUSTOMER][NEUTRAL] May I know which mailing address it received?
[AGENT][NEUTRAL] Are you asking the address the check was sent to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] To which mailing address is it?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Thank you for verification. Can I get the EOB?
[AGENT][NEUTRAL] As I stated, we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[CUSTOMER][NEUTRAL] OK. Thank you. Call reference number, please.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, you're welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you. Bye for now.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.