AccountId: 011433970860
ContactId: 7456bb0c-b309-4699-8aa1-d5dea66a8df9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234000 ms
Total Talk Time (AGENT): 77347 ms
Total Talk Time (CUSTOMER): 78053 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/7456bb0c-b309-4699-8aa1-d5dea66a8df9_20250514T20:44_UTC.wav
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[AGENT][NEUTRAL] No, thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms [PII], it's [PII] sorry to bother you. I've got a provider on the phone and she is calling about claim number 3558764 on policy 2518304 for part one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I read her the remarks that um the provider provided full benefits and there's nothing left to pay and she is she's going back and forth with me she's not quite getting it so.
[CUSTOMER][NEUTRAL] She's going to speak to you, so maybe you can explain it to her better.
[AGENT][NEUTRAL] OK, 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can send her on over.
[CUSTOMER][POSITIVE] OK. Thank you so much, Ms. [PII]. Bye-bye.
[AGENT][POSITIVE] OK, you're welcome.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for HCA Florida Northwest Hospital regarding a claim for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And this is for data service 827 to 91, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK it looks like we did not make a payment on this claim.
[AGENT][NEUTRAL] Uh, because it looks like the payment that was, uh, let's see, was there a payment made on this one.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I don't see that anything was applied to her deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] And it looks like
[AGENT][NEUTRAL] The amounts that were paid.
[AGENT][NEUTRAL] They were payable in full. Does the patient have any responsibility that was applied to their deductible co-pay or co-insurance?
[CUSTOMER][NEUTRAL] Um, yes, $6,598.84.
[AGENT][NEUTRAL] OK, uh, this explanation of benefit does not show that. Is there any way that you can, uh, submit that information over to us for review?
[CUSTOMER][NEUTRAL] OK, yes, I can, um, what would be a good fax number?
[AGENT][NEUTRAL] OK. Did you want to take it over?
[AGENT][NEUTRAL] Uh, it's 877.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, does it need to be attention to anything anyone?
[AGENT][NEUTRAL] Uh, no, ma'am, you, you can, uh, reference claim number 355.
[AGENT][NEUTRAL] 876 4
[CUSTOMER][POSITIVE] Perfect. OK, and do you get call reference numbers?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much you have a great rest of your day.
[AGENT][NEUTRAL] And can I get your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] [PII], OK, thank you. Alright, [PII], if there's nothing else, thanks for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much you too bye bye.
[AGENT][NEUTRAL] Bye bye.