AccountId: 011433970860
ContactId: 6c5edeed-8cc2-442c-8c74-0dd8a6decc42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252529 ms
Total Talk Time (AGENT): 130397 ms
Total Talk Time (CUSTOMER): 105762 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6c5edeed-8cc2-442c-8c74-0dd8a6decc42_20250318T13:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII] calling from the provider office to know the claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is 02419388 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's last name is [PII] and the first name is [PII]. And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that claim status today. [PII], what is that data service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And the bill out, please, sir?
[CUSTOMER][NEUTRAL] The bill amount is $72,099 even.
[AGENT][NEUTRAL] And that is for a facility claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is that a date range or just a single single date claim?
[CUSTOMER][NEUTRAL] It's a date range. The first date is [PII].
[AGENT][NEUTRAL] And do you mind repeating that billed amount?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah, sure. The total charge is $72,099 even.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is the name of the facility, please [PII]?
[CUSTOMER][NEUTRAL] The facility name is HCA Florida Mercy Hospital.
[AGENT][NEUTRAL] Alright, thank you. Now [PII], I'm showing that we did receive a claim twice, the original claim we received on [PII] and processed on [PII] pending for the primary EOB.
[AGENT][NEGATIVE] We received the claim again on [PII] and processed on [PII]. That claim was denied as a duplicate, the EOB was not attached.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can provide claim numbers if needed.
[CUSTOMER][NEUTRAL] We will send you.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] The original claim number is 355.
[AGENT][NEUTRAL] 9311.
[AGENT][NEUTRAL] I'm, I'm sorry, I, I gave it to, that's the duplicate claim number. I apologize, [PII]. 3559311 is the duplicate claim number and 3519968.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Within in there.
[AGENT][NEUTRAL] Is the claim number pending for primary EOB?
[CUSTOMER][NEUTRAL] OK, we will send you the prim UB. Can you just tell me the fax number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII] that does come straight to our claims department and you can reference that claim number and the patient's policy number. We just need the primary EOB.
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] It's my pleasure. Is there anything else?
[CUSTOMER][NEUTRAL] Can I have a call reference number?
[AGENT][NEUTRAL] Hm callback callback number is my name in today's date and I spell my name [PII]. Anything else?
[CUSTOMER][NEUTRAL] No, thank you.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] [PII], it was a pleasure to help you with that claim status. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.