AccountId: 011433970860
ContactId: 786a2784-baa8-4833-a034-c3a34445c48a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301000 ms
Total Talk Time (AGENT): 120921 ms
Total Talk Time (CUSTOMER): 139789 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/786a2784-baa8-4833-a034-c3a34445c48a_20250214T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII], this is [PII] from provider service of AdventHealth.
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing great. Thanks for asking. Uh, I'm looking for a patient claims status. Could you mind helping me with that?
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, you can. That's [PII]. It's a direct line, no extension.
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do. That is 01660284 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Alright, thank you. And then what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] It's [PII] and it was was uh.
[CUSTOMER][NEUTRAL] [PII]. Please remain on the line but the.
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, that's for [PII].
[AGENT][NEUTRAL] OK, and do you have the bill amount?
[CUSTOMER][NEUTRAL] Uh, I do ask that is, um, let me see, it's $8,924.61.
[AGENT][NEUTRAL] 61. OK, thank you one moment please.
[CUSTOMER][POSITIVE] Mhm. I'm sorry to ask you pretty much repeat your name once again.
[AGENT][NEUTRAL] That's OK. It's [PII]
[CUSTOMER][POSITIVE] OK, got it. I appreciate that.
[AGENT][NEUTRAL] Of course. All right. Oh, was this with us at Tampa Bay Emergency physicians?
[CUSTOMER][POSITIVE] You're right, exactly.
[AGENT][NEUTRAL] OK, so, uh, was the amount after major medical paid was that $577.09?
[CUSTOMER][NEUTRAL] Uh, let me see that.
[CUSTOMER][NEUTRAL] Uh, actually, you see the rammy for the patient. Uh, initially we billed them. Let me see what happened for the client.
[CUSTOMER][NEUTRAL] Uh, yeah, actually, the primary process of claim towards patient deductible. Uh, as a secondary we will the claim to you to pay the primary patient responsibility.
[AGENT][NEGATIVE] For the was it the 577 and nonsense?
[CUSTOMER][NEUTRAL] Uh, no, the primary patient responsibility was $2,962.97 and the facility that, uh, that was, uh, it's Advent Health Wesley Chapel, that's the facility name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm how much did you say orig I'm sorry, that was that um 8,924, is that what you right?
[CUSTOMER][NEUTRAL] Uh, it's 8
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, $8,924.61.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, so then we did not receive this claim, uh, [PII], I only have this one other claim, um, that was from Tampa Bay Emergency for 57709.
[CUSTOMER][NEUTRAL] I'm sorry. Uh, you're the second of the patient, right?
[AGENT][NEUTRAL] This is secondary medical, yes.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yeah, OK. Got it, doctor. Uh, could you mind to let me know the effect on on dates for the patient policy to rebull the client?
[AGENT][NEUTRAL] Sure, give me just a moment.
[AGENT][NEUTRAL] So the effective date was [PII].
[CUSTOMER][POSITIVE] Mhm. Take your time.
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. What about the timely filing limit to some of the client?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK, we can sub. Can I get a pay ri to submit it electronically?
[AGENT][NEUTRAL] Sure it is 60801.
[CUSTOMER][POSITIVE] OK, got it. I appreciate it for, uh, taking this call. Can I get the mailing address also in case we got, uh, need to submit it to the paper.
[AGENT][NEUTRAL] Of course, yeah, I've got a mailing address and I've also got a fax number if you'd like, uh, so our mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] servicing, please remain on the line for the next.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK did you want that fax number as well?
[CUSTOMER][NEUTRAL] Yeah, go ahead. I can, I can note it down.
[AGENT][NEUTRAL] OK, it is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. It's 9423 in the last four, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, that's all I'm looking for today's information, sir. Uh, can I get the call of this conversation?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEGATIVE] OK. Uh, no, that's all for today's information. I don't want everything.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL