AccountId: 011433970860
ContactId: 70145e4e-497d-49a8-ab3c-c61b5da0184b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336369 ms
Total Talk Time (AGENT): 116191 ms
Total Talk Time (CUSTOMER): 183340 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/70145e4e-497d-49a8-ab3c-c61b5da0184b_20250521T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm. Hi, good afternoon, [PII]. Um, hi, this is [PII] calling you. uh, we received a call from your office from, from you, I guess, um, this is Alachua County Fire Rescue for ambulance billing.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And um I'm not sure who the patient is. I just, it just said verify um it's something about secondary insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one second to pull up her information.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And thank you so much for calling me back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 861-397.
[AGENT][NEUTRAL] OK, so the patient's name is [PII]. Is it [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I did you say? OK.
[AGENT][NEUTRAL] Yes ma'am, mhm, yes, and I have her date of birth also if you need that.
[CUSTOMER][POSITIVE] OK, yes, that would be good, yeah.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, let's see if we can find her.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I'm sorry I didn't get your name.
[CUSTOMER][NEUTRAL] Oh yes, uh huh it's [PII].
[AGENT][POSITIVE] OK, thank you [PII].
[CUSTOMER][NEUTRAL] And this is now we built for two different counties. We have [PII] and we have [PII]. Is this for [PII] or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, it was.
[CUSTOMER][POSITIVE] It is OK OK I think I found her here.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Was it [PII]?
[CUSTOMER][NEUTRAL] OK, was there a specific.
[CUSTOMER][NEUTRAL] [PII], OK, I found her I found her account.
[AGENT][NEUTRAL] OK, alright, uh, so the that claim had previously been denied by her secondary insurance and so I just wanted to call to let you all know that we uh did reconsider that claim for a payment and the payment is going out or has gone out for $652.34.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 00 that's good news, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me see here so um I'm just looking at the account, um, let me see, patient came to the window with their secondary insurance information.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It looks like we sent an appeal to American public life. Maybe that's what started the whole process, um.
[AGENT][NEUTRAL] Possibly, yes, ma'am.
[CUSTOMER][NEUTRAL] And something that she in April she told us that she called American Public APL um.
[CUSTOMER][NEUTRAL] And they were gonna reprocess. OK, so what you're saying is they did reprocess the claim.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] And they're gonna send us the payment, OK, so let me just get some.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Some details, so you said um the payment amount is how much now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] $652.34.
[CUSTOMER][NEUTRAL] OK, and what's the patient is the patient responsible for the the balance of it the.
[AGENT][NEUTRAL] Uh, yes, they will be responsible for any balance because we pick up their deductible copays and co-insurance, and so that's the amount that was applied to her deductible or copay.
[CUSTOMER][NEUTRAL] OK, is there uh a check do you know the date of the check or the check number or any of the payment details on that one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, the check number is 204.
[AGENT][NEUTRAL] 54
[AGENT][NEUTRAL] 80
[AGENT][NEUTRAL] And let me get the check date for you.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] Uh, the check date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let's see that's how much it's gonna pay and it was already, you said it was already mailed out was it? Oh, today. OK, so it's been mailed out or on its way, I guess. OK. And do you know, um, [PII], do you know where it was sent just to verify, did they, did they, uh, maybe send it to our PO box or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, would you be able to see that info, or?
[AGENT][NEUTRAL] I can. It went to the [PII].
[AGENT][NEUTRAL] Is that the correct address?
[CUSTOMER][POSITIVE] That is, that is our correct address good OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll just put a note there.
[CUSTOMER][NEUTRAL] Just wanted to make sure. OK, good. OK, well I will go ahead and put a note on the account and then um lastly was there any kind of a reference number that you wanted us to include with the note or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, ma'am, we don't do reference numbers, but you can use my name in today's date if you like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I will certainly do that. OK, [PII], it's is it [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I I
[CUSTOMER][POSITIVE] I, OK, OK, [PII], that's good, good news for the patient. I'm sure she's gonna be happy with that.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK dear
[CUSTOMER][POSITIVE] Well thanks very much thanks very much and like I say I'll put a note here OK?
[AGENT][POSITIVE] Alright have a great day and thanks for calling me back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, sure, you're welcome have a good one bye.
[AGENT][NEUTRAL] OK, bye-bye.