AccountId: 011433970860
ContactId: aad22e20-9576-43a7-87c9-dd127eeb3f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258260 ms
Total Talk Time (AGENT): 82287 ms
Total Talk Time (CUSTOMER): 85990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/aad22e20-9576-43a7-87c9-dd127eeb3f44_20250421T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. This is [PII] with uh Boca Raton Regional Hospital. Uh, claim status, please.
[AGENT][NEUTRAL] OK, sure. I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh [PII]. I have a specific inquiry.
[AGENT][NEUTRAL] OK, hold on just a second. OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, it is, um.
[CUSTOMER][NEUTRAL] 02265478
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Cha patient is um [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and do you have that claim number?
[CUSTOMER][NEUTRAL] Yes, it's uh 353-737-73.
[AGENT][NEUTRAL] OK. How can I help you? You just need the status.
[CUSTOMER][NEUTRAL] OK. This claim denied, it's denied for primary EOB. However, I see that we billed it as secondary with the Cigna EOB. Can you please locate the Cigna EOB?
[AGENT][NEUTRAL] Uh, let me see if we received.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK, 103.
[AGENT][NEUTRAL] No, it looks like we got the physician charges, but we didn't get the facility. Let me pull up what we received.
[CUSTOMER][NEGATIVE] OK, but this is a facility claim that we submitted and that which got denied.
[AGENT][NEUTRAL] Yeah, we, it looks like we've gotten the physician claim. We just haven't received the actual um claim for this data service. Let me see.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, you received the claim because I gave you the claim number. That's our claim. That's the facility's claim. This is our billing for the $1660.
[AGENT][NEUTRAL] Right, it looks like we're needing the explanation of benefits. Was that submitted along with it?
[CUSTOMER][NEUTRAL] Yes, can you check for that EOB please? The Cigna EOB?
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] OK, give me, pulling it up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I show we received the UBO 4. I do not show, I'm pulling up what we received. I don't have an EOB attached. I just have the UBO4.
[CUSTOMER][NEUTRAL] OK, so no attachment.
[CUSTOMER][POSITIVE] Thank you so much for checking that. And what's your fax number and the deadline to submit?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[AGENT][NEUTRAL] Um, and there's no timely filings, so you can submit that anytime.
[CUSTOMER][NEUTRAL] Thank you. Is that 187736-59423?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you. And the mailing address, please?
[AGENT][NEUTRAL] The mailing address is [PII] and that's [PII], [PII].
[CUSTOMER][POSITIVE] Thank you so much. And the call reference number, please.
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome. Thank you so much, [PII]. That's gonna be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you, you too. Bye-bye.