AccountId: 011433970860
ContactId: 7f9dced5-61a9-4645-a3ce-b4eec34fb7f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601809 ms
Total Talk Time (AGENT): 169441 ms
Total Talk Time (CUSTOMER): 216906 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7f9dced5-61a9-4645-a3ce-b4eec34fb7f9_20250108T16:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi, this is
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from calling from provider's office to get the claim status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. What is your callback number, sir? Just in case our call is disconnected.
[CUSTOMER][NEUTRAL] The call
[CUSTOMER][NEUTRAL] OK, thank you. The callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, the patient's policy number is 025111.
[CUSTOMER][NEUTRAL] 79 M as in Mike, L as in Larry.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. And then what is the data service for the patient?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the charge amount please sir?
[CUSTOMER][NEUTRAL] Uh, the charge amount is $43,891.42.
[AGENT][NEUTRAL] Thank you. And then what is the charge after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Just give me a moment while I pull that information.
[AGENT][POSITIVE] You're welcome, yes sir.
[CUSTOMER][NEUTRAL] Oh, in my system, it is showing the remaining uh remaining balance is $500 even.
[AGENT][NEUTRAL] 500 even. OK, thank you. And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Uh, that will be HSCA Florida Mercy Hospital.
[AGENT][NEUTRAL] OK, let me pull this policy in for us real quick.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] D C H A.
[AGENT][NEUTRAL] OK, can you repeat the policy number for me one more time because the policy number that I have that I pulled in is not um.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] For [PII] with date of birth [PII].
[CUSTOMER][POSITIVE] OK, no problem. OK. OK, no problem.
[AGENT][NEUTRAL] 1975.
[CUSTOMER][NEUTRAL] Uh, the policy number is 02.
[CUSTOMER][NEUTRAL] 5111
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] M as in Mike.
[CUSTOMER][NEUTRAL] L as in Larry.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] OK, thank you. And can you spell the patient's first name for me?
[CUSTOMER][NEUTRAL] Uh yes. That will be [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you I appreciate that I'm gonna put you on a brief hold.
[AGENT][NEUTRAL] While I look this claim up for you, [PII] and I'll be right back.
[CUSTOMER][POSITIVE] No problem. Take your time.
[CUSTOMER][NEUTRAL] Oh. You are on hold.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking for data service of [PII] on Angel for policy number 2511179. I do not find a claim on file.
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, I'm there. Uh.
[AGENT][NEUTRAL] Hello? Oh.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] It was sent through the mailing address. So can you confirm me the mailing address once again?
[AGENT][NEUTRAL] Yes sir, um, that's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] OK. Upon checking here, the mailing address is different. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Uh, the claim was billed to the wrong uh wrong mailing address, right?
[AGENT][NEGATIVE] Yes, that mailing address is not correct.
[CUSTOMER][NEUTRAL] OK. Just give me a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the effective date of the member's policy?
[AGENT][POSITIVE] Yes sir, let me get that for you.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, your voice has been
[CUSTOMER][NEUTRAL] OK, [PII]. 0, it was term date. What is the term date?
[AGENT][NEUTRAL] The policy is still active.
[CUSTOMER][NEUTRAL] OK. The policy is still active. OK. Uh, the member is active for the date of service, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just give me a second.
[CUSTOMER][NEUTRAL] OK. Can I get the time defying limit?
[AGENT][NEUTRAL] There's not one.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK, there is no.
[CUSTOMER][NEUTRAL] OK. Can I get the card?
[CUSTOMER][NEUTRAL] Mailing address once again for my notes.
[AGENT][NEUTRAL] Yes sir, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Can you spell that for me?
[AGENT][NEUTRAL] And the zip code is [PII]. Yes, it's OK [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the state, uh, city, state?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the state is also [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh, what will the
[CUSTOMER][NEUTRAL] Abbreviation, OK. Oh.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Uh, can I get the ZIP code, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Is that correct?
[AGENT][POSITIVE] Yes, that's correct, yes.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number? Uh, do you have a payer ID also if you want this?
[AGENT][NEUTRAL] Yes, [PII]. It
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, I can give that to you. It's 60801.
[CUSTOMER][NEUTRAL] OK. 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. The, OK. Can I get the call reference number?
[AGENT][NEUTRAL] That would be my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you for that.
[CUSTOMER][POSITIVE] I got all the information I need. Have a great day, [PII].
[AGENT][POSITIVE] You too, [PII]. Thank you for calling ATL. You have a blessed day bye bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too. Bye-bye.