AccountId: 011433970860
ContactId: 786f60d5-e8e8-4f48-8a9c-8cce309095b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258850 ms
Total Talk Time (AGENT): 79183 ms
Total Talk Time (CUSTOMER): 102143 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/786f60d5-e8e8-4f48-8a9c-8cce309095b4_20250513T21:20_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to verify claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02467155.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII]. It is a direct line, no extension.
[AGENT][NEUTRAL] OK. Patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, date of service, amount of the charge.
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] The date of service is the date range from [PII] [PII] with the total charges of 1000.
[CUSTOMER][NEUTRAL] I'm sorry, one moment. The total charges is $174,210 even. That is 174,210.
[AGENT][NEUTRAL] OK, and what was the balance after primary?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] It is $3920.40.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And while I'm looking up claim information, let you know we do have an online service center where providers can check claim status as well as print out EOBs. That site is at [PII], and you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from the facility HCA Florida University Hospital.
[AGENT][NEUTRAL] OK, I'm showing the claim process as needing the primary insurance explanation benefits.
[CUSTOMER][NEUTRAL] OK. And could you please help me with the claim receipt date and process date?
[AGENT][NEUTRAL] Sure. One moment.
[AGENT][NEUTRAL] OK, I show the claim was received on
[AGENT][NEUTRAL] Sorry, one moment. Ja uh [PII], process on [PII].
[CUSTOMER][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK, thank you for your patience. Upon verifying the primary UB was already sent on [PII] to the mailing address [PII].
[CUSTOMER][NEUTRAL] So, could you please verify whether you received the payment?
[AGENT][NEGATIVE] We have not received it.
[AGENT][NEGATIVE] We have not received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So is there any fax number to send the primary UB?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. And could you please help me with the attention to send the primary UB?
[AGENT][NEUTRAL] Pension claims department.
[CUSTOMER][NEUTRAL] OK, thank you. And could you please tell your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you, and that's it. Could you please help me with the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, yes, thank you. Thank you for your time and assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too, Lucy, thanks for calling APL bye.