AccountId: 011433970860
ContactId: 8c227314-7fab-49cb-b27c-d0837f09fb8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205100 ms
Total Talk Time (AGENT): 58856 ms
Total Talk Time (CUSTOMER): 54119 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/8c227314-7fab-49cb-b27c-d0837f09fb8f_20250514T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from HCA Florida Aventura Hospital, and I'm needing to check on a claim.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01491529 ML 8.
[AGENT][NEUTRAL] And your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And date of service and bill charges.
[CUSTOMER][NEUTRAL] [PII] $5,118.88.
[AGENT][NEUTRAL] Yeah this is a facility charge, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I've got a facility charge on file for a much larger number. I was there a couple of different things on that same day, or?
[CUSTOMER][NEUTRAL] Um, well, the original charge was $20,716.04.
[AGENT][NEUTRAL] OK, that's the one we have, um.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] Um, did you send in a corrected claim, or?
[CUSTOMER][NEUTRAL] I don't see that we have.
[AGENT][NEUTRAL] Yeah, we do have the 20,0071604.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, the original we received was for 22,000 and we requested a primary explanation of benefits. So if there's a corrected claim, and it was denied, so nothing's been paid on this. If there's a corrected claim, if you can submit that, then we can get that reconsidered along with the EOB from the primary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, and that policy number, is it still current?
[AGENT][NEUTRAL] It is, yeah.
[CUSTOMER][NEUTRAL] Or OK, alright, OK, we'll get that sent over with the primary EOB.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] Alright thanks
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good, good day.
[CUSTOMER][NEUTRAL] You too bye bye.