AccountId: 011433970860
ContactId: 59ad1c74-2af5-4392-8d3b-a921ddb7d7af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383029 ms
Total Talk Time (AGENT): 92539 ms
Total Talk Time (CUSTOMER): 155072 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/59ad1c74-2af5-4392-8d3b-a921ddb7d7af_20250501T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Uh, I've been better.
[CUSTOMER][NEUTRAL] Um, I have a.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I have an [PII] on the phone. She sounds like she's a third party and she's calling about the claim status.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She doesn't seem like she wants to give much information, but
[CUSTOMER][NEUTRAL] Um, I got a callback number of an [PII] number, but I'm not 100% sure if I got it all correct. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's calling about policy.
[CUSTOMER][NEUTRAL] 2,473,340. Then she said ML 8. I've never seen that before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, med link I got it.
[CUSTOMER][POSITIVE] Oh I see OK all right I'm gonna connect you real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] again. I've got [PII] on the phone. She's gonna help you with that claim status.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and I'm checking on claims.
[AGENT][POSITIVE] Absolutely I can help you with that. What's the name of the uh insured or the patient?
[CUSTOMER][NEUTRAL] Uh my name is [PII].
[CUSTOMER][NEUTRAL] and the date of birth is [PII].
[AGENT][NEUTRAL] [PII]. Perfect. And what is the date of service?
[CUSTOMER][NEUTRAL] State of service is [PII].
[AGENT][NEUTRAL] OK, and how much is the claim for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] How much is the claim for?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think claim bill amount is $32,575 even.
[AGENT][POSITIVE] Perfect. OK, give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, we received that claim on [PII], processed and paid it on [PII], and it paid $300 which maxed out their outpatient benefits.
[CUSTOMER][NEUTRAL] Uh, one moment. Could you please repeat that again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Could you please repeat that again? May I know the date?
[AGENT][NEUTRAL] We received it on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Processed it on the same day, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We paid $300.
[AGENT][NEUTRAL] Which maxed out their outpatient benefit.
[CUSTOMER][NEUTRAL] OK, may I know the allowed amount?
[AGENT][NEUTRAL] A loud amount was 500.
[CUSTOMER][NEUTRAL] Is there any patient responsibility?
[AGENT][NEUTRAL] Yes, the remaining balance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 210.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know the patient responsibility?
[AGENT][NEUTRAL] It would be 200
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, uh, may I know the patient responsibility amount?
[AGENT][NEUTRAL] 200
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the mode of payment?
[AGENT][NEUTRAL] 300.
[CUSTOMER][NEUTRAL] A mode of payment?
[CUSTOMER][NEUTRAL] EFT or check?
[AGENT][NEUTRAL] Check
[AGENT][NEUTRAL] No, I apologize, it was direct deposited.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it was direct deposited to the insured.
[CUSTOMER][NEUTRAL] OK, may I know what kind of patient responsibility?
[CUSTOMER][NEUTRAL] Deductible coinsurance or co-pay?
[AGENT][NEUTRAL] Deductible?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please send me the through fax?
[AGENT][NEUTRAL] Absolutely your fax number?
[CUSTOMER][POSITIVE] Uh thank you so much. The fax number is [PII].
[AGENT][NEUTRAL] OK, let me just repeat that [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 902, OK.
[AGENT][NEUTRAL] And then 3804?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and anybody's attention?
[CUSTOMER][NEUTRAL] Uh, could you please put facility name for the attention?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The name is HA Florida University Hospital.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I'm sorry you're gonna have to repeat that.
[CUSTOMER][NEUTRAL] Sure. It's a Florida University Hospital.
[AGENT][NEUTRAL] OK, Florida University Hospital is the attention.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][NEUTRAL] [PII], OK, can I get
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get the call reference number for this call?
[AGENT][NEUTRAL] No reference just my name.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] That