AccountId: 011433970860
ContactId: 61e356aa-babc-4266-8925-70b61fa1f059
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386480 ms
Total Talk Time (AGENT): 146427 ms
Total Talk Time (CUSTOMER): 69372 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/61e356aa-babc-4266-8925-70b61fa1f059_20250227T18:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from HCA Florida Citrus Hospital calling to inquire about a medical bill.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK, are you wanting to check claim status, [PII]?
[CUSTOMER][NEUTRAL] Yes, sorry.
[AGENT][POSITIVE] Yes, that's OK. I can help you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 025837887
[AGENT][POSITIVE] OK, thank you. So give me a couple of moments please to get all the members' information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII], sorry, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you. And the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The bill amount is $12,070.89.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so this claim was received, [PII]?
[AGENT][NEUTRAL] The received date on the claim is going to be.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 3555378.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this claim was denied?
[AGENT][NEUTRAL] The reason for the denial states outpatient services are not covered under this policy.
[AGENT][NEUTRAL] And if you need a copy of that explanation of benefits, [PII], you can print that from our portal. You should be able to by going to secured.
[AGENT][NEUTRAL] [PII]. That's OK. Again, that's [PII].
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Secure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Oh sorry, got a tickle in my throat, OK.
[AGENT][NEUTRAL] That's OK. Oh, there's nothing worse than those.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Do I need to register on this, uh, portal?
[AGENT][NEUTRAL] Yes, it's a self-registering portal, yes. Now, I, um, I can go ahead and fax this one to you to give you time to set that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK, that's fine thank you.
[AGENT][NEUTRAL] You're welcome. So one moment.
[AGENT][NEUTRAL] And will it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][POSITIVE] Yes, it'll, it will come directly to me though.
[AGENT][NEUTRAL] Oh, OK. Do you put your name on it? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] It's just taking a moment for it to load, [PII].
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, I have just faxed that to you so provided that there's not any type of technical mishap, you should be receiving that very shortly.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was everything, thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for calling APL [PII]. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Awesome, thank you, you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.