AccountId: 011433970860
ContactId: 9f60cd07-bad3-40da-ac25-f2ac85cdf223
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288309 ms
Total Talk Time (AGENT): 108659 ms
Total Talk Time (CUSTOMER): 93911 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9f60cd07-bad3-40da-ac25-f2ac85cdf223_20250605T12:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from HCA Florida Ventral Hospital for claims.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claims. And [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Contact number [PII].
[CUSTOMER][NEGATIVE] No extension.
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] 025564
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] [PII] of the year [PII].
[CUSTOMER][NEUTRAL] Total amount of $4,728 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me see, this is for the ER OK.
[AGENT][NEUTRAL] Alright, so I received the claim on [PII]?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 356.
[AGENT][NEUTRAL] 7907.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Requesting the explanation of benefits from primary insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know who is primary for this number?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Ahmed
[CUSTOMER][NEUTRAL] Do you have the member ID for that?
[AGENT][NEUTRAL] Not for the primary insurance, we only have the name.
[CUSTOMER][NEUTRAL] OK. From which date onwards they affect you from?
[AGENT][NEUTRAL] Their policy with APL or AMed?
[CUSTOMER][NEUTRAL] the policy with APL or admin.
[CUSTOMER][NEUTRAL] OK, fine. May I know your fax number?
[AGENT][NEUTRAL] OK, wait, hold on. So I'm trying to answer your question. I just want to know if you're wanting the termination and effective date for our policy or admin. I can provide it to you. I just want to know which one you're referring to.
[CUSTOMER][NEUTRAL] I'm trying to answer your question. I just wanna know if you're wanting to terminate.
[CUSTOMER][NEUTRAL] Provide me the term date and policy effective date of I met.
[AGENT][NEUTRAL] OK, no, we don't have primary, only our policy. And what was your next question?
[CUSTOMER][NEUTRAL] We don't have time. What's your fax number?
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Attention
[AGENT][NEUTRAL] APL claims department.
[CUSTOMER][NEUTRAL] Could you kindly repeat your name?
[AGENT][NEUTRAL] Sure, my name is [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][NEUTRAL] May I know the last COB update date, that is coordination of benefits ation date?
[AGENT][NEUTRAL] I'm aware, yes. So there's no coordination of benefits. Um, this policy is second only to admin.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, that's been since it was effective. I can give you the
[CUSTOMER][NEUTRAL] What's the mm.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][POSITIVE] Yes, no problem. Kindly go ahead. Understood.
[AGENT][NEUTRAL] OK, I was giving you the effective date and for this policy, it's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, fine. What's the call reference number?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today, [PII]?