AccountId: 011433970860
ContactId: 8cf863c4-ff82-4ea1-aa12-41aa249288aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233949 ms
Total Talk Time (AGENT): 86339 ms
Total Talk Time (CUSTOMER): 69142 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8cf863c4-ff82-4ea1-aa12-41aa249288aa_20250331T20:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is. How may I assist you?
[CUSTOMER][NEUTRAL] I'm [PII] calling from provider's office to check on a client.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] It's, I'd say a [PII] mostly.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] HC Florida Mercy Hospital.
[AGENT][NEUTRAL] Mercy, OK.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The patient's policy number is
[CUSTOMER][NEUTRAL] 02175478 ML 7.
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the number's name was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII]. The total charge amount is $12,230 even.
[AGENT][NEUTRAL] OK, so that's [PII] for $12,230 even.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I can go ahead and check on that for you. And for the future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Looks like we're needing the explanation of benefits from the primary insurance to continue the processing of this claim.
[CUSTOMER][NEUTRAL] We have already seen the primary. Did you receive it?
[AGENT][NEUTRAL] I'm sorry. Can you repeat?
[CUSTOMER][NEUTRAL] Yeah, we have already sent the.
[CUSTOMER][NEUTRAL] Uh, primary EOB do you receive it?
[AGENT][NEGATIVE] We have not received that.
[CUSTOMER][NEUTRAL] OK, thank you. May I know the
[AGENT][NEUTRAL] Can you verify the where you are in it? I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the mailing address or fax number to send it?
[AGENT][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you for that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I, can I get the call references?
[AGENT][NEUTRAL] We don't have reference numbers, Mr. [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yes. Yes, could you please spell out to?
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you for your assistance. Have a great day.
[AGENT][NEUTRAL] You're welcome, Ms.