AccountId: 011433970860
ContactId: 5dc35834-8f7b-4de4-91cc-43032c3c129a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243000 ms
Total Talk Time (AGENT): 74328 ms
Total Talk Time (CUSTOMER): 67034 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/5dc35834-8f7b-4de4-91cc-43032c3c129a_20250103T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the facility regarding claim status. Can you help me with that?
[AGENT][NEUTRAL] Yes, I can, [PII]. um, what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're looking for claim status. What is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] 02 094963 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $16,046 even.
[AGENT][NEUTRAL] OK, and what are the charges after Primary paid their part?
[CUSTOMER][NEUTRAL] $2,882.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling for Miss [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] At CA Florida Aventura Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull in that claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, come on.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you. So looking on data service of a [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK. Let me just check how did we send the claim to you.
[CUSTOMER][NEUTRAL] So this was sent to you to the address that is [PII]. Is that correct?
[AGENT][NEGATIVE] No, that's not correct. Let me give you the correct.
[AGENT][NEUTRAL] Address for the claim.
[AGENT][NEUTRAL] You're gonna send it to.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] APL claims.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you. And what is the timely filing limit?
[AGENT][NEUTRAL] There isn't one.
[CUSTOMER][NEUTRAL] And what will be this member's policy effective and the termination date?
[AGENT][NEUTRAL] Defective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much. Lastly, can I have the call reference number, [PII]?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You