AccountId: 011433970860
ContactId: a322d2f4-ddea-4745-aedf-7f69f1a695b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443160 ms
Total Talk Time (AGENT): 109393 ms
Total Talk Time (CUSTOMER): 93062 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a322d2f4-ddea-4745-aedf-7f69f1a695b4_20250530T15:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 02433300.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient name, [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the charge amount is $13,193.25.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Lift balance.
[CUSTOMER][NEUTRAL] Remaining balance?
[AGENT][NEUTRAL] Yes, the balance after primary.
[CUSTOMER][NEUTRAL] 2000
[CUSTOMER][NEUTRAL] 30 $2,236 even.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] You said the data service is [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] 01 moment.
[AGENT][NEUTRAL] And what was the name of the provider's office?
[CUSTOMER][NEUTRAL] It's a Florida Lake City Hospital.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, one moment.
[AGENT][NEUTRAL] OK, I show the claim process is primary paid in full and per the explanation of benefits we received, it doesn't show any amounts towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you receive it?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] When was the claim?
[AGENT][NEUTRAL] When was the claim processed?
[CUSTOMER][NEUTRAL] received it.
[AGENT][NEUTRAL] Uh, claim was received on [PII].
[CUSTOMER][NEUTRAL] When was the claim received it?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Because it
[AGENT][NEUTRAL] Process on [PII].
[CUSTOMER][NEUTRAL] What is the exact reason?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What is the exact denial reason?
[AGENT][NEUTRAL] The claim process as primary paid in full.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The primary UB
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It wasn't processed as needing primary EOB it processed as a primary paid in full.
[CUSTOMER][NEUTRAL] What is the time?
[AGENT][NEUTRAL] There's no time limit.
[CUSTOMER][NEUTRAL] OK, what is the next process to be?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What is the next process?
[AGENT][NEGATIVE] I'm not understanding what you're asking.
[CUSTOMER][NEUTRAL] Primary pay was claim processing.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] What action next to, next action to be taken?
[AGENT][NEUTRAL] Sir, I'm not understanding what you're saying. Are you're talking fast and you're mumbling. Can you speak clearer for me, please?
[CUSTOMER][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any additional information to request?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is there any additional information to be required?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] No, I don't show any additional information needed.
[CUSTOMER][NEUTRAL] Yeah that sounds
[CUSTOMER][NEUTRAL] Very much
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, call the person for this.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date, and it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Nothing, thank you.
[AGENT][POSITIVE] OK, thank you for calling