AccountId: 011433970860
ContactId: 95789dc9-5056-4157-b75f-809a6a20a647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257298 ms
Total Talk Time (AGENT): 76238 ms
Total Talk Time (CUSTOMER): 96010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/95789dc9-5056-4157-b75f-809a6a20a647_20250402T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Pinellas County EMS and I, we submitted a bill to you um back last October, and we still haven't received a payment, and I was calling to get a status on that.
[AGENT][NEUTRAL] OK, may I have your name again?
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] Yes.
[AGENT][NEUTRAL] OK thank you and your callback number please.
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Thank you so much too, and what is the policy number?
[CUSTOMER][NEUTRAL] It is 990205.
[AGENT][NEUTRAL] OK, that was 990205. 1 moment.
[AGENT][NEUTRAL] And verify that patient
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Thank you and the date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much. One moment please and you're calling for claim status and what is the date of service and the charge amount please?
[CUSTOMER][NEUTRAL] Uh, [PII], the original charge was $1,042.43.
[AGENT][NEUTRAL] OK, thank you. So that was [PII] $1,042.43. So one moment.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Looks like we got payment from their primary, which was United Healthcare back on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it looks like we forwarded that to you uh [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I did not show that we have received the claim from the provider for that day of service.
[CUSTOMER][NEUTRAL] You do not.
[AGENT][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] OK, um, let me just
[CUSTOMER][NEUTRAL] OK, I have a [PII].
[AGENT][NEUTRAL] Yes, we also have a fax number and payer ID, um, if you like that as well.
[CUSTOMER][NEUTRAL] OK, what's your payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] EX
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and you need the HCA and the EOB from the primary, correct?
[AGENT][NEUTRAL] That is correct. That is correct. And also, so you can check claim status on a secure website as well as submit claims at [PII].
[CUSTOMER][POSITIVE] Secure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] OK, awesome. Do I need to register for that?
[AGENT][NEUTRAL] Uh, once you submit that claim, um, yes ma'am.
[CUSTOMER][POSITIVE] OK, awesome. [PII], thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You're welcome. Anything else I can help you with, please?
[CUSTOMER][NEUTRAL] Yes, do you have a call reference number for this call?
[AGENT][NEUTRAL] No, but please you can use my name, [PII], last initial [PII], and today's date.
[CUSTOMER][POSITIVE] OK. 402. Thank you, [PII]. You have a great afternoon.
[AGENT][POSITIVE] You as well and thank you for calling APL take care.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.