AccountId: 011433970860
ContactId: a9413fc4-6779-43a7-9a07-c61f7c64500a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222240 ms
Total Talk Time (AGENT): 80459 ms
Total Talk Time (CUSTOMER): 53456 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/a9413fc4-6779-43a7-9a07-c61f7c64500a_20250514T21:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from HCA Florida Woodmont Hospital, and I am needing to check on a claim.
[AGENT][NEUTRAL] OK, sure. I can assist you with the claims. And I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. I'm so sorry. I understood something totally different. OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02103258 M as in Mary L as in Larry 7
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Perfect, thank you. And you say you need claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] 215 25 to 21825 billed amount is $91,262.61.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me see if I can find this claim, and again that was [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bear with me, let me see if this is your claim.
[AGENT][NEUTRAL] No, we have not received the claim as of today.
[CUSTOMER][NEUTRAL] OK, is there a fax number that I can send it to?
[AGENT][NEUTRAL] Yes. The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Again, that's [PII].
[CUSTOMER][NEUTRAL] OK, and are medical records needed?
[AGENT][NEUTRAL] Uh, no, we just need the UBO4 form and the primary EOB attached to it.
[CUSTOMER][NEUTRAL] OK, and do you have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers, Ms. [PII]. You can use my name in today's state if you will.
[CUSTOMER][POSITIVE] OK, all right, thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.