AccountId: 011433970860
ContactId: 9a1c3280-dd66-4ed2-b468-d637c9d922f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301779 ms
Total Talk Time (AGENT): 94685 ms
Total Talk Time (CUSTOMER): 77004 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/9a1c3280-dd66-4ed2-b468-d637c9d922f1_20250211T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. This is [PII]. I'm calling from provider office regarding claim status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Can I get your callback number, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And then the patient's date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And patients policy number, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 01468.
[CUSTOMER][NEUTRAL] 912
[CUSTOMER][NEUTRAL] M for Mary, L for Lima, 7.
[AGENT][NEUTRAL] OK thank you let me pull that policy in real quick.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] Yeah, the date of service is uh [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] Yeah, the charge amount will be just a month. Uh charge amount will be
[CUSTOMER][NEUTRAL] $13,999 even.
[AGENT][NEUTRAL] OK, thank you. And then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, I think, um, I don't know that is the, that information.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] H C Florida University Hospital.
[AGENT][NEUTRAL] OK I'm gonna put you on a brief hold while I look this claim up for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. So looking for data service of [PII] and then I do not find a claim on file for um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is claim not on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, what is the uh payer ID? What is the payer ID?
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] OK. Uh, address, mailing address?
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, [PII]?
[AGENT][NEUTRAL] [PII] it's [PII].
[AGENT][NEUTRAL] And the state is also [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the time filling this?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Could you please provide me your name and reference number?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][POSITIVE] You're welcome [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.