AccountId: 011433970860
ContactId: 8bc80a07-a409-45af-a8fc-131ce23465af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286899 ms
Total Talk Time (AGENT): 114749 ms
Total Talk Time (CUSTOMER): 86478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/8bc80a07-a409-45af-a8fc-131ce23465af_20250328T20:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling from the provider office looking for a claim status.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Just give me a moment. The policy number is uh
[CUSTOMER][NEUTRAL] It's 246.
[CUSTOMER][NEUTRAL] 7658
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Sure. The patient's name is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is, just give me a moment.
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And it would be a pleasure to assist you with that claim status for [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I know what is the date of service?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the bill them out, please.
[CUSTOMER][NEUTRAL] It's $11,325.00 dollars even.
[AGENT][POSITIVE] Thank you [PII] and what is the facility name, please?
[CUSTOMER][NEUTRAL] Sure. The facility name is HCF Florida Punican Hospital.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I can help you with that claim status, [PII]. We did receive that claim on [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Process on to [PII].
[AGENT][NEUTRAL] And the claim is pending for the primary EOB.
[AGENT][NEUTRAL] This is a secondary policy to the policyholder's major medical and the claim is pending for that primary EOB.
[CUSTOMER][NEUTRAL] May I know who is the primary insurance?
[AGENT][NEUTRAL] I can provide that information, one moment.
[AGENT][NEUTRAL] I have UHC on file for their primary.
[CUSTOMER][NEUTRAL] Do you have a member ID of it?
[AGENT][NEUTRAL] I do not. You would need to contact the patient.
[CUSTOMER][NEUTRAL] OK. Uh, may I know the mailing address or the fax number so that we can send, send you the primary UOB?
[AGENT][NEUTRAL] Mhm. The mailing address is [PII].
[AGENT][NEUTRAL] And the fact, uh, that's for [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the fax number is
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Can you please provide me the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can I, the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII], did you want that claim number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yes, just give me a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please uh
[CUSTOMER][NEUTRAL] Provide me the claim number.
[AGENT][NEUTRAL] Claim number is 355.
[AGENT][NEUTRAL] 9451.
[CUSTOMER][POSITIVE] Thank you so much for that information you provided and have a wonderful weekend. Have a great day. Bye-bye.
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status, [PII], and before you go, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you so much for that and have a great day.
[AGENT][POSITIVE] Hope you have