AccountId: 011433970860
ContactId: 606c1295-693b-4705-9ec2-e0854036fea3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276779 ms
Total Talk Time (AGENT): 115327 ms
Total Talk Time (CUSTOMER): 67516 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/606c1295-693b-4705-9ec2-e0854036fea3_20250604T16:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the current status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It's HCA Florida University Hospital.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02460345
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And the patient's first name is [PII] and the last name is [PII]. And the date of birth, [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] And the date of service is [PII]. And the total charges is
[CUSTOMER][NEUTRAL] $17,957 even.
[AGENT][NEUTRAL] OK, so [PII], the amount of $17,957 even, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. And for the future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Looks like we processed this claim twice and in both occasions we're needing the primary EOB to be sent to continue the processing of this claim.
[CUSTOMER][NEUTRAL] Mm OK. One second.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah. Could you please provide me the fax number to send the primary OP?
[AGENT][NEUTRAL] Yes, that is 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Uh, could you also provide me the claim, received and the denied date?
[AGENT][NEUTRAL] The original one or the most recent one?
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] OK. Um, let me get that one.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. The most recent was received [PII], processed [PII]. The claim number is 3559414.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will you please provide me your name and also the call reference number?
[AGENT][NEUTRAL] OK, we don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yeah. Could you please provide me your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], that's initial [PII].
[AGENT][NEUTRAL] And the primary EOB needs to be sent by fax or mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We can send through fax.
[AGENT][NEUTRAL] Yes, the fax or mail.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Have a good day. Bye.
[AGENT][POSITIVE] Thank you