AccountId: 011433970860
ContactId: 95e5f6b8-a60a-480f-a327-e522db31758c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244589 ms
Total Talk Time (AGENT): 104743 ms
Total Talk Time (CUSTOMER): 97565 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/95e5f6b8-a60a-480f-a327-e522db31758c_20250326T16:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling from Florida Hospital Medical Group. To get a claim status, please?
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status, [PII]. What is a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02446024.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEGATIVE] That may not be right.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, I'm [PII], [PII].
[AGENT][POSITIVE] Well, you did good. That is correct, so.
[CUSTOMER][NEUTRAL] OK, all right. I just saw another note, a note and it had another number, so I didn't know which one. All right, thank you.
[AGENT][NEUTRAL] Well, this is [PII]'s policy with APL and it would be my pleasure to assist you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] It is [PII]:14 of 24.
[CUSTOMER][NEUTRAL] And the total bill amount is $252 which UnitedHealthcare processed it.
[CUSTOMER][NEUTRAL] First and left 22,760 as patient co-pay.
[AGENT][NEUTRAL] And what is, what was the facility name?
[CUSTOMER][NEUTRAL] Florida Hospital Medical Group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is that CPT 74176?
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][POSITIVE] 74176. That's right.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], we did receive that claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII] and the claim is pending for the primary EOB. Looks like we just received the CMS 1500.
[CUSTOMER][NEUTRAL] OK. Um, is it possible, can I fax it to you?
[AGENT][NEUTRAL] You certainly can, and you can, we only need the EOB on that fax if you would just reference the policy number and claim number and you can just fax the EOB and I can give you our claims fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. And can I have the claim number, please?
[AGENT][NEUTRAL] Absolutely, that claim number is 356.
[AGENT][NEUTRAL] 942 6.
[CUSTOMER][NEUTRAL] 26. OK. And what did you say your name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] All right. And the call reference number?
[AGENT][NEUTRAL] Would be my name in today's date.
[CUSTOMER][POSITIVE] Alright [PII] well thank you so much and I'll get that sent over.
[AGENT][POSITIVE] Well, it has been a pleasure to assist you with that claim status, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is going to be it. Thank you.
[AGENT][POSITIVE] Well, [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] All right, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.