AccountId: 011433970860
ContactId: 5ba1cb3f-9080-43a3-b7c7-19b7928c56da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275089 ms
Total Talk Time (AGENT): 142395 ms
Total Talk Time (CUSTOMER): 79658 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5ba1cb3f-9080-43a3-b7c7-19b7928c56da_20250122T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. This is [PII] with uh Boca Raton Regional Hospital, calling for medical claim status, please.
[AGENT][NEUTRAL] OK, I can help you with that. um, can you spell your name for me?
[CUSTOMER][NEUTRAL] Sure, [PII] And can you do the same for me? I, I don't wanna spell it correctly. They spell it so many ways.
[AGENT][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] Um, it is [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, can I get a good callback number for you, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number for the patient that you need status on?
[CUSTOMER][NEUTRAL] Yes, I'm looking at uh 02462264 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you verify their name and date of birth for me?
[CUSTOMER][NEUTRAL] Sure. It's [PII], and that is [PII].
[AGENT][POSITIVE] Perfect, thank you. Alright, what is that date of service and build amount that we're looking for?
[CUSTOMER][NEUTRAL] Sure. [PII] $1660.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I do not, oh, it would help if I went to the right person, OK.
[AGENT][NEUTRAL] Um, OK, so it looks like I do have a claim on file for that date.
[AGENT][NEUTRAL] It is claim number 352-861-1.
[AGENT][NEUTRAL] And let's see, we received it on [PII].
[AGENT][NEUTRAL] And we processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was the night of needing the primary payers EOB because this is a limited benefit supplement plan so it would be secondary to another insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, we bill with the EOB. Can you check for an attachment? It should have that attachment on there, please.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah of course let me see.
[AGENT][NEUTRAL] Let's see how many pages we have here.
[AGENT][NEGATIVE] It did not come over with an EOB and it's only one page and um it is just the um facility billing.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Thank you. Thank you for checking. And uh what's the fax number for us to send that UOP only?
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] OK, so, um, when you send it reference that claim number that I provided um along with the policy number so that they can make sure they attach it to the right one.
[CUSTOMER][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it's just gonna be attention claims and that is 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Thank you. Mailing address, please?
[AGENT][NEUTRAL] Sure, so that is going to also be um [PII] or APL [PII], whichever one.
[AGENT][NEUTRAL] And it is going to go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that is going to be in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] 895. Thank you. Does family filing apply?
[AGENT][NEUTRAL] No ma'am.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. And the call reference number, please.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yeah, you would just use my name, so [PII] last initial [PII] with today's date.
[CUSTOMER][POSITIVE] Wonderful. CW is for wonderful.
[CUSTOMER][POSITIVE] Thank you, [PII], appreciate it.
[AGENT][POSITIVE] You're very welcome. Have a great day. Thanks for calling APO.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye now.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.