AccountId: 011433970860
ContactId: 8ed127e7-968c-4c5b-9465-a57944abd890
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350980 ms
Total Talk Time (AGENT): 106111 ms
Total Talk Time (CUSTOMER): 175624 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8ed127e7-968c-4c5b-9465-a57944abd890_20250606T20:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon
[CUSTOMER][NEUTRAL] Yes, yes, my name is [PII] and I'm calling from uh Naples Community Hospital calling for claim status.
[AGENT][NEUTRAL] [PII] speaking. May I help you?
[AGENT][NEUTRAL] OK. I can verify claim status for you. And your name is again?
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, spell it for me, please.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02300709 M. Mary, L as in Lima 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII], it's a direct line.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the patient's name is uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] The date of service was on [PII]. It's a dates and the bill amount is $2100 even.
[AGENT][NEUTRAL] And what is the balance after Primary has processed the claim?
[CUSTOMER][NEUTRAL] Uh, after time just give me a moment.
[CUSTOMER][NEUTRAL] It is $1060.69.
[AGENT][NEUTRAL] OK, thank you one moment please and the name of the provider's office?
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Naples Community Hospital.
[AGENT][NEUTRAL] OK, and while I'm looking at claim information let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And I show this claim processed on, give me a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On [PII] and a check was mailed to any amount of $911.30.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $911.30 is what amount is it?
[AGENT][NEUTRAL] Uh, correct, and with that payment it matched their benefit for outpatient for the calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you, do you have the payment details?
[AGENT][NEUTRAL] Yes, what information are you needing?
[CUSTOMER][NEUTRAL] Uh, do you have the claim payment detail?
[AGENT][NEUTRAL] Yes, the claim process on [PII] at [PII]. The claim number is 360.
[AGENT][NEUTRAL] 562 6.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, and what other information I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, uh, uh, what are, what is the allowed amount and the payment amount you said?
[AGENT][NEUTRAL] There's not a loud amount. The max that we paid was 9 11:30.
[CUSTOMER][NEUTRAL] Uh, and the mode of transaction.
[CUSTOMER][NEUTRAL] OK, this was through, what do you say this was paid through?
[AGENT][NEUTRAL] Paper check, single paper check.
[CUSTOMER][NEUTRAL] OK. Yeah, check.
[CUSTOMER][NEUTRAL] Do you have the check number or something?
[AGENT][NEUTRAL] Check number 2046695.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And it was, uh, when it was case this one?
[AGENT][NEGATIVE] I don't show that it's cleared.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But now.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, may I have, uh, the call reference number for this one?
[AGENT][NEUTRAL] Uh, you may use my name in today's date is call reference.
[CUSTOMER][NEUTRAL] Can you please spell out your name one more time for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you have the UOB for this one? Can you fax?
[AGENT][NEUTRAL] Yes, as I said, it is available on our online service center as well.
[CUSTOMER][NEUTRAL] Or is it possible to fax this uh UOB?
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] Wait
[CUSTOMER][NEUTRAL] OK, fax number, just give me a moment.
[CUSTOMER][NEUTRAL] Yes, uh, fax number is [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, uh, how much time it will take to receive this one that if you fax me.
[AGENT][NEUTRAL] It would be before the end of the day.
[CUSTOMER][POSITIVE] OK. OK, then, uh, uh, [PII], thank you for the information and thank you for assisting me. Have a great weekend. Take care, bye for now.
[AGENT][POSITIVE] You're welcome. Mhm, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Yeah.