AccountId: 011433970860
ContactId: 904b64f2-55c5-40aa-8f68-d110384546c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329869 ms
Total Talk Time (AGENT): 105009 ms
Total Talk Time (CUSTOMER): 103381 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/904b64f2-55c5-40aa-8f68-d110384546c1_20250109T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], can I have the first initial for your last name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK, my name is [PII] name [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK, thank you and then how can I help you today?
[CUSTOMER][NEUTRAL] I need to check to see if you have a claim on file for a patient.
[AGENT][POSITIVE] Absolutely I can help you with the claim. What is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is, hold on.
[CUSTOMER][NEUTRAL] Patient name is first name [PII] Last name [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Policy number, let me see because we're showing the secondary, so it says policy number 02298730ML7.
[AGENT][NEUTRAL] OK, and that's 02298730.
[AGENT][NEUTRAL] ML 7.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then what is the date of service for the patient?
[CUSTOMER][NEUTRAL] OK. This is [PII]?
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] Charged amount is $5,747.46.
[AGENT][NEUTRAL] OK, and then what's the charges after primary paid their part?
[CUSTOMER][NEUTRAL] Uh, $250 patient responsibility for the secondary.
[CUSTOMER][NEUTRAL] And in the, in the secondary page. Go ahead.
[AGENT][NEUTRAL] OK and then can.
[AGENT][NEUTRAL] OK, that's that's fine, go ahead, um, I would just want to see what the name of the facility is that you're calling for.
[CUSTOMER][NEUTRAL] Boca Raton Regional Medical Center.
[AGENT][NEUTRAL] OK, I'm going to look up this claim for you. I'm gonna put you on a brief hold while I look the claim up and I will be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3531446
[AGENT][NEUTRAL] 353.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 1446.
[AGENT][NEUTRAL] OK, this is [PII] I'm back with you so I do have the claim. The claim number is 3531446.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And the claim has been denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK, is there a way to fax it to you or do I need to mail it?
[AGENT][NEUTRAL] You can fax it. Let me give you the fax number.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It's, it's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And what is your timely filing limit to get this to you? What's to do this service? Let me see here. There isn't one.
[AGENT][NEGATIVE] There isn't one as long as they're covered on the data service, there's no timely filing limit.
[CUSTOMER][POSITIVE] OK, alright, we'll get this mailed to you. Thank you very much for your time. You have a good day, alright? Do you have a reference number? I guess I'll need that.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you ma'am.
[AGENT][POSITIVE] You're welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK you too bye bye.