AccountId: 011433970860
ContactId: 70098c52-05ed-4ca3-bb05-c04e6c08517f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274579 ms
Total Talk Time (AGENT): 97431 ms
Total Talk Time (CUSTOMER): 140417 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/70098c52-05ed-4ca3-bb05-c04e6c08517f_20250606T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from HCFda Brandon Hospital. I'm calling regarding to check on the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] compensation
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh yeah. The policy number is 02556500 M as in Mike L as in Leo 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh yeah. The member's initial name is [PII] and the last name is [PII] and the patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh yeah, sure. Um, the date of service is [PII].
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, what was that bill amount please?
[CUSTOMER][NEUTRAL] Uh yeah, sure. One moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The bill amount is $3,791.05.
[CUSTOMER][NEUTRAL] 85.
[AGENT][POSITIVE] Got it, thank you. One moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 8242.
[AGENT][NEUTRAL] OK, I'm not showing that we've received any claims for that date of service, [PII].
[AGENT][NEUTRAL] That would have to be resubmitted to us. um I do have a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, yes, it means, uh, this claim is on, uh, no claim on file, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Uh, can I get the, uh, mailing address, please?
[AGENT][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] Because this uh
[CUSTOMER][NEUTRAL] OK mhm
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah, the uh
[AGENT][NEUTRAL] Are you ready for it?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][POSITIVE] Yeah, yeah, ready.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Ok [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK and uh.
[CUSTOMER][NEUTRAL] Can I get the uh timely family limit of this claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] Not only funny.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, uh, can I get, uh, effective date and termination date of this claim, uh this member.
[AGENT][NEUTRAL] Effective date was [PII].
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, and, uh, is there any payer ID number?
[AGENT][NEUTRAL] He ID is 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Uh, can I get the reference number, please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and signing is spelled [PII] Last [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, uh, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you for assisting me. You have a great day. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.