AccountId: 011433970860
ContactId: acedd1d0-3879-49e7-9dfe-05d2f6695943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331260 ms
Total Talk Time (AGENT): 85537 ms
Total Talk Time (CUSTOMER): 56344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/acedd1d0-3879-49e7-9dfe-05d2f6695943_20250107T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK [PII], what is your callback number please?
[AGENT][POSITIVE] I can help you with status.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s, uh, policy number?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 094963 M as in Mario, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the charge amount?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] $4,848 even.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] What is the charge after Primary paid their part?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The charge amount is $4,848 even.
[AGENT][NEUTRAL] OK. [PII], what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] It's here Florida Aventura Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull back up that claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. I did not find the claim on file.
[CUSTOMER][NEUTRAL] I'm not on file.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] May I know the effective date and submission date.
[AGENT][NEUTRAL] There is not a termination date. The policy is still active and effective date for this policy is [PII].
[CUSTOMER][POSITIVE] Affected it.
[CUSTOMER][NEUTRAL] Sorry, your voice is breaking. Can you repeat again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Time limit.
[AGENT][NEUTRAL] There's not one.
[CUSTOMER][NEUTRAL] Timely find any limit.
[AGENT][NEUTRAL] There isn't one.
[CUSTOMER][NEUTRAL] 12 months.
[AGENT][NEUTRAL] There's not a time to be filing limit.
[CUSTOMER][NEUTRAL] Pa
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] You're gonna send it to [PII] that is in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] So 7
[CUSTOMER][NEUTRAL] Call reference number.
[AGENT][NEUTRAL] You can use my name it's [PII] in today's date.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, [PII]