AccountId: 011433970860
ContactId: 90dc75f5-c39a-492a-8672-a7d663e98161
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180789 ms
Total Talk Time (AGENT): 75610 ms
Total Talk Time (CUSTOMER): 62388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/90dc75f5-c39a-492a-8672-a7d663e98161_20250514T21:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from HCA Florida Kendall Hospital, and I am needing to check on a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] 1475966 M as in Mary L as in Lima 7.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] 76 [PII]
[AGENT][POSITIVE] OK, thank you so much. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII] 1125 to 21425 builded amount is.
[CUSTOMER][NEUTRAL] $28,654.12.
[AGENT][NEUTRAL] Thank you. And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Um, no, I don't have that. I just showed that it's.
[CUSTOMER][NEUTRAL] Well, I take that back, it's $7,838.41.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, I don't show we received that claim and that policy number you gave it terminated in [PII], so I can give you the current uh policy number when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Excuse me, OK, it's 249-760-9.
[AGENT][NEUTRAL] Uh, effective [PII] and.
[AGENT][NEUTRAL] It is still active, but like I said I don't show we received that claim um if you like you can fax it to us.
[CUSTOMER][NEUTRAL] OK, what is that number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Are medical records needed or just the primary EOB?
[AGENT][NEUTRAL] Uh, just the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] And do you have a call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, all right, thank you for your help.
[AGENT][POSITIVE] Yes, ma'am. Thanks for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.