AccountId: 011433970860
ContactId: 87cdb8d1-a1fd-46d4-93ab-a7df067a05d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202360 ms
Total Talk Time (AGENT): 69994 ms
Total Talk Time (CUSTOMER): 49874 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/2025/04/02/87cdb8d1-a1fd-46d4-93ab-a7df067a05d1_20250402T18:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Memorial Savannah to check on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, and you said claim status is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] $22,283.
[AGENT][NEUTRAL] 22,000
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh, looks like we need a copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Um, so you're showing there's another insurance that's primary?
[AGENT][NEUTRAL] So this is a secondary policy, um, and it will only pay after the primary insurance pays.
[AGENT][NEUTRAL] Um, let me see if I can see who is the primary.
[AGENT][NEUTRAL] I've got Florida Blue.
[CUSTOMER][NEUTRAL] OK, do you have the uh um policy number because I do see a Florida blue on here that starts with a XJBH.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, I don't think I do. Let me see. I think I just love the name.
[AGENT][NEUTRAL] Yeah, we just have the name that's it.
[CUSTOMER][NEUTRAL] OK, do you have um.
[CUSTOMER][NEUTRAL] A claim number?
[AGENT][NEUTRAL] Yes, claim number is.
[AGENT][NEUTRAL] Claim number is 3567812.
[CUSTOMER][NEUTRAL] And when was it received?
[AGENT][NEUTRAL] That was received on.
[AGENT][NEUTRAL] 224 25, and then denied on 22525.
[CUSTOMER][NEUTRAL] Alright, is there anything else besides, uh, needing that EOB from the primary or is that all that's needed?
[AGENT][NEUTRAL] Uh, it shows that that's all that's needed.
[CUSTOMER][NEUTRAL] You your name was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, is there a claim, I mean the reference number for the phone call with you?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial, last name, D as in dog, and then today's date. Can I help with anything else, [PII]?
[CUSTOMER][POSITIVE] No, that's all thanks for your help have a nice day.
[AGENT][POSITIVE] All right, thank you for calling APL have a good day.