AccountId: 011433970860
ContactId: 640bc51d-0c6e-47f8-a1ad-d711839cc8ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205710 ms
Total Talk Time (AGENT): 80692 ms
Total Talk Time (CUSTOMER): 93647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/640bc51d-0c6e-47f8-a1ad-d711839cc8ac_20250605T19:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I didn't catch your name. May I have it again, please?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII]. My name is [PII] and I'm with uh Boca Raton Regional Hospital. Claim status, please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and spell your name for me, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] OK, and the policy number, please.
[CUSTOMER][NEUTRAL] Sure. That is um 02270277 ML8.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, this patient is [PII] [PII].
[AGENT][NEUTRAL] OK, and the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, [PII], single date for $783.
[AGENT][NEUTRAL] You said uh [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. OK, let me see.
[CUSTOMER][NEUTRAL] Yeah, 21, yeah.
[AGENT][NEUTRAL] And the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Well, let me see, looks like 300, but let me make sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's $300.
[AGENT][NEUTRAL] Uh, let's see, and you're calling from again?
[CUSTOMER][NEUTRAL] [PII] [PII] Regional Hospital.
[AGENT][NEUTRAL] I do not show we received that claim. Um, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Uh, let me see what we have. I'm showing [PII].
[AGENT][POSITIVE] Uh, that is correct.
[AGENT][POSITIVE] Yes, ma'am. I apologize, that's correct.
[CUSTOMER][NEUTRAL] OK. What's
[CUSTOMER][NEUTRAL] OK, thank you. What's family filing?
[AGENT][NEUTRAL] Uh, there's no timeless filing, and if you like I can give you a fax number if you'd like to fax the claim to us.
[CUSTOMER][NEUTRAL] Yes, please. I was just gonna ask for that.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Thank you. What's the eligibility date for this patient, please?
[AGENT][NEUTRAL] Effective [PII], the policy did terminate [PII], but they were active at the time of service.
[CUSTOMER][POSITIVE] OK. Thank you so much and the call reference number, please.
[AGENT][NEUTRAL] Uh, you can use my name in today's date if you like.
[CUSTOMER][NEUTRAL] Alrighty. Is there a payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] 60801. Got it. Thank you so much. That's gonna be all.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.