AccountId: 011433970860
ContactId: 9c81dceb-b6bf-4b94-9bee-c56be14b453b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244550 ms
Total Talk Time (AGENT): 80329 ms
Total Talk Time (CUSTOMER): 107580 ms
Interruptions: 0
Overall Sentiment: AGENT=-1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9c81dceb-b6bf-4b94-9bee-c56be14b453b_20250407T18:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from provider office to check the claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, from my location?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] H H A Florida Kendal Hospital.
[AGENT][NEGATIVE] No OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] also.
[AGENT][NEUTRAL] All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient policy number is 02462236 M like Mary L like Lima 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'll move to the number.
[AGENT][NEUTRAL] Well what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Member name is [PII] is the initial. Date of birth [PII].
[AGENT][NEUTRAL] All right. Thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is uh
[CUSTOMER][NEUTRAL] $14,740 even.
[AGENT][NEUTRAL] OK, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] All right. It looks like we're needing the explanation of benefits from the primary insurance to continue the processing of this claim.
[CUSTOMER][NEUTRAL] Yeah, we have already submitted the primary UB. Uh, so is this the fax number correct or not? Could you please verify it, please? Uh, the fax number is [PII]. Is this the correct one?
[AGENT][NEUTRAL] Yes, [PII]. Make sure to put that one in front. But yeah, we have not received that claim as of today.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] We have not received the EOB.
[CUSTOMER][NEUTRAL] When, when was it the claim received and denied it?
[AGENT][NEGATIVE] The received date was on [PII], denied on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Can I get the number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Do we need to send it again, right?
[AGENT][NEGATIVE] Yes, yes, because we have not received them.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. Reference number, please.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What was it?
[AGENT][NEUTRAL] My name is So. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks for providing. Have a nice day. Take care. Bye-bye for no nice talking to you.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day, [PII].