AccountId: 011433970860
ContactId: 5d8ccf28-35c1-4cc0-837f-a3eff9bbdee9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273910 ms
Total Talk Time (AGENT): 115308 ms
Total Talk Time (CUSTOMER): 74600 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/5d8ccf28-35c1-4cc0-837f-a3eff9bbdee9_20250225T20:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the provider office uh to check the claim status.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I the.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 01788464.
[AGENT][NEUTRAL] I'm sorry, the phone broke up. 01788.
[CUSTOMER][NEUTRAL] 464.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] The patient's last name is uh [PII] and the first name is uh [PII] and the first.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can help you with that claim status for [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] Yeah, the data service is uh
[CUSTOMER][NEUTRAL] [PII] and the bill amount is 3000.
[CUSTOMER][NEUTRAL] $732.10.
[AGENT][POSITIVE] Thank you. And what is that facility name?
[CUSTOMER][NEUTRAL] HCA Florida, Destin Hospital.
[AGENT][NEUTRAL] Is it Fort Walton Beach Medical Center?
[CUSTOMER][NEUTRAL] HCA Florida Destin Hospital.
[AGENT][NEUTRAL] OK, bear with me just one moment. I'm checking on that for you.
[CUSTOMER][POSITIVE] Yeah, take your time.
[CUSTOMER][NEUTRAL] Fort Walton Beach Medical Center.
[AGENT][NEUTRAL] Yeah, I'm checking to see that.
[AGENT][NEUTRAL] I'm checking the tax ID. bear with me just one moment.
[CUSTOMER][NEUTRAL] Yeah, there is an uh another name also there. It is in uh Fort Vul Beach Medical Center.
[AGENT][NEUTRAL] OK, all right, yeah, that claim we do have.
[AGENT][NEUTRAL] And [PII], we actually received that claim.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] The claim was processed on [PII], and it is pending for the primary EOB. We are secondary to all state benefits.
[AGENT][NEUTRAL] So it's the claim is pending for that primary EOB.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Uh, how can we send the primary U?
[AGENT][NEUTRAL] That can be faxed directly to our claims department. We don't need the, the CMS 15 or the UBO4. We just need the primary EOB on that fax so you can reference the policy number.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number.
[CUSTOMER][NEUTRAL] Can you provide me the fax number?
[AGENT][NEUTRAL] Mhm. 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And I can give you the claim number as well.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] There's any time to call number for this?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] OK, thank you. No problem. The call reference number for this.
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII], first initial and my last name is [PII].
[AGENT][NEUTRAL] And [PII], did you need that claim number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The claim number is 354.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 2716.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] It's been my pleasure to help you with that claim status, [PII], anything else I can help you with today?
[CUSTOMER][POSITIVE] Yeah, nothing. Thank you so much for the kind information. I appreciate your patience. Thank you.
[AGENT][POSITIVE] My pleasure, [PII], and thank you for calling APL. Have a wonderful afternoon.