AccountId: 011433970860
ContactId: 94bbd173-ed6c-4df8-810f-0e0d68356ae3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467179 ms
Total Talk Time (AGENT): 143313 ms
Total Talk Time (CUSTOMER): 143137 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/94bbd173-ed6c-4df8-810f-0e0d68356ae3_20250220T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the ATM. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello um [PII] that's your name, right?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, I'm looking for a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name, your callback number, and the facility that you are with?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII]. The callback number will be just one moment please, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the facility that I'm calling from is Northwest Hospital Florida Northwest Hospital.
[AGENT][POSITIVE] OK, thank you so much and I appreciate you giving me that information. Can you please uh give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, of course, the patient's name is [PII]. The date of birth is.
[CUSTOMER][NEUTRAL] [PII] and the policy number is 1359419ML8.
[AGENT][POSITIVE] OK, thank you. Let me look that policy up for us real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then can you give me please the date of service and the charge amount?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, of course, the date of service is [PII], and the date amount, the, the total charges were.
[CUSTOMER][NEUTRAL] 70,000 $169.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, I have here $3,034.
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on a brief hold while I look up this claim for you, and I'll be right back.
[CUSTOMER][POSITIVE] OK thank you so much.
[AGENT][POSITIVE] Thank, you're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], um, so looking for data service of [PII] for [PII], the policy that number that you gave me lapsed in [PII].
[AGENT][NEUTRAL] So I looked and he, they do have an active policy and I can give you that policy number.
[CUSTOMER][NEUTRAL] OK, can you provide me that policy number then, please?
[AGENT][NEUTRAL] Yes, it's 2203918.
[AGENT][NEUTRAL] And you'll need to resubmit the claim because we do not have the claim on file on this active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, so you said that the claim was submitted under the policy number that is not active, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm mhm
[CUSTOMER][NEUTRAL] So do you know if there's what's the preferred way to submit uh resubmit the claim?
[AGENT][NEUTRAL] You can do it electronically if you want to. I can give you the payer ID number.
[CUSTOMER][POSITIVE] OK, yes please.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] And if you wanted to fax it in I've got a fax number.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That fax number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can you repeat me again the new policy.
[AGENT][NEUTRAL] Then we also have a mailing address is.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Repeat the fax number.
[CUSTOMER][NEUTRAL] No, the policy number I have is 220391.
[AGENT][NEUTRAL] Oh, OK, it's 2203918.
[CUSTOMER][NEUTRAL] 918 OK.
[CUSTOMER][NEUTRAL] 2203918
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK and the mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] OK, so if your claims [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much just one moment please.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me check, OK, yeah.
[CUSTOMER][NEUTRAL] Can I have the call reference number then?
[AGENT][NEUTRAL] Yes ma'am, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much sorry.
[AGENT][POSITIVE] You're very welcome. I hope you have a
[CUSTOMER][NEUTRAL] That'll be from my.
[AGENT][POSITIVE] Yes ma'am, I hope you have a good rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Alright you have a good day bye bye.