AccountId: 011433970860
ContactId: 5b13e94d-4124-4240-9f59-63371c18a589
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235300 ms
Total Talk Time (AGENT): 73436 ms
Total Talk Time (CUSTOMER): 54985 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/5b13e94d-4124-4240-9f59-63371c18a589_20250318T15:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling NTL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I'm I'm looking for the claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with client status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 025658552.
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] HCA Florida Dental Hospital.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII]. And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how much is the total charge?
[CUSTOMER][NEUTRAL] Yeah, total charge is $9,295 even.
[AGENT][POSITIVE] Thank you. Let me see if I can find this claim for you.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, so it looks like we need the primary EOB to continue the processing of this claim.
[AGENT][NEUTRAL] Um, it looks like we received the claim of.
[CUSTOMER][NEUTRAL] OK. Can you send me the
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, received it. OK. You may received it.
[AGENT][NEUTRAL] [PII] and we process on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And uh denied that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Give me the fax number to send the EOB.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just a minute.
[CUSTOMER][NEUTRAL] OK, can you give me the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII].
[CUSTOMER][POSITIVE] OK. Thank you for assisting me. Have a good day. Bye-bye.
[AGENT][POSITIVE] You as well. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Bye-bye, Mr. [PII].