AccountId: 011433970860
ContactId: 64ae2d5e-3559-45b1-84b6-68922add2bcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456589 ms
Total Talk Time (AGENT): 162767 ms
Total Talk Time (CUSTOMER): 128517 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/64ae2d5e-3559-45b1-84b6-68922add2bcf_20250226T23:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Biga products office. I would like to check on the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number 249-6911.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you please spell out your name for me?
[AGENT][NEUTRAL] Sure. [PII], and Mr. [PII], verify that patient.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII]. Sorry for the inconvenience. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, OK. You are OK. The name of the patient is gonna be [PII].
[AGENT][NEUTRAL] OK, date of birth?
[CUSTOMER][NEUTRAL] Date of birth? [PII].
[AGENT][NEUTRAL] OK OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] $5,543 even.
[AGENT][NEUTRAL] OK, and while I'm looking up claim information and let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII]. And what was the name of the provider's office?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm calling on behalf of HCF Florida Mercy Hospital.
[AGENT][NEUTRAL] OK. I'm sure the claim process is needed the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] May I know the claim you date, please?
[AGENT][NEUTRAL] Uh, the claim was received on [PII], processed on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Process and delay on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The same day?
[CUSTOMER][NEUTRAL] Yeah, sir. [PII].
[CUSTOMER][NEUTRAL] You're requesting the primary visa, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, let me check with that. And can I please check with that we have already attached the primary in the back of the claim form whether to receive or not? Can I, can I please verify with that?
[AGENT][NEUTRAL] We have not received the primary EOB, so you can either mail it or if you like I can give you our fax number, you can fax that information to us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK. If you have to send to for that primary will be to the, sorry, primary will be along with the claim form, the claim, do you accept to process the claim?
[CUSTOMER][NEUTRAL] Because uh we have to already submit the primary.
[AGENT][NEUTRAL] I'm sorry, say again.
[AGENT][NEGATIVE] We have not received the primary EOB. It looks like we received this claim twice, and the second time it processed as a duplicate.
[CUSTOMER][NEUTRAL] Yeah, that's what, that, that's why I'm requesting you.
[CUSTOMER][NEUTRAL] Yeah, that's why I'm asking, requesting you. If you have to send the credit claim along with the prem, do you accept to process the claim or not?
[AGENT][NEUTRAL] Just submit the claim and the primary EOB.
[CUSTOMER][POSITIVE] Yeah, claim form on the premary yes, you're right.
[AGENT][NEUTRAL] Yes, submit the claim in the primary EOB.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, may I know the
[CUSTOMER][NEUTRAL] Claim number, please?
[AGENT][NEUTRAL] 354-793-3.
[CUSTOMER][NEUTRAL] 354
[AGENT][NEUTRAL] 7933.
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] Yeah, OK. Can you please give me for that uh mailing address to submit to the primary UV?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And allow me a moment, please. My system got stuck. Oh my [PII], not up on my system.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEGATIVE] My system got stuck. Give me a moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, can you please give me for that uh uh mailing address one more time, [PII].
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May I know the time for the limit, please?
[AGENT][NEUTRAL] Uh, there's no time limit.
[CUSTOMER][NEUTRAL] And the fax number, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May I know the pay ID number, please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah, may I have the reference number, please?
[AGENT][NEUTRAL] Uh, we don't give call reference numbers. You may use, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much for giving the information. You have a great rest of the day. Bye-bye now.
[AGENT][POSITIVE] Oh, you too, [PII]. Thank you for calling APL. Bye.