AccountId: 011433970860
ContactId: af00f921-d978-483f-be86-73b864602e08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342869 ms
Total Talk Time (AGENT): 126191 ms
Total Talk Time (CUSTOMER): 136174 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/af00f921-d978-483f-be86-73b864602e08_20241231T20:45_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on my claim status.
[AGENT][POSITIVE] It would be my pleasure to help you with that claim status [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII] direct line and may I know your name?
[AGENT][NEUTRAL] My name is [PII], and we spoke just a short while ago. How are you doing this afternoon?
[CUSTOMER][POSITIVE] I'm doing good and how about you?
[AGENT][NEUTRAL] I'm doing fine, thank you, [PII]. What is the policy number for the claim status?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, the policy number is 01861698 M as in Mike L as in Lima and number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] Thank you. And do you have a claim number?
[CUSTOMER][NEUTRAL] Yes, and that is 354-471-9.
[AGENT][NEUTRAL] Thank you, Joseph. Data Service 64-2024.
[CUSTOMER][NEUTRAL] Uh yes, uh, 64 2024. That's right.
[AGENT][NEUTRAL] All right, thank you. Do you mind verifying the facility name?
[CUSTOMER][NEUTRAL] At Florida University Hospital.
[AGENT][NEUTRAL] Thank you, [PII], we received that claim on [PII]. It was processed on [PII] with a payment of $1,347.55.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Paid to HCA Florida University Hospital.
[CUSTOMER][NEUTRAL] Uh, thank you. And uh, so the amount and paid amount are the same, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, is there any patients responsibility?
[AGENT][NEUTRAL] We don't determine patient responsibility. We're not major medical.
[CUSTOMER][NEUTRAL] OK, uh, could you please tell me what is the mode of payment?
[AGENT][NEUTRAL] Single paper check.
[CUSTOMER][NEUTRAL] And uh could you please provide me the check number?
[AGENT][NEUTRAL] The check number is 201.
[AGENT][NEUTRAL] 9941
[CUSTOMER][POSITIVE] Thank you, thank you for this information. And could you please tell me when this check was issued on?
[AGENT][NEUTRAL] Issue date was [PII].
[CUSTOMER][NEUTRAL] [PII] and this is the same as possible state.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you and
[CUSTOMER][NEUTRAL] Mm, could you please check and confirm whether the check was cashed or not?
[AGENT][POSITIVE] It's still outstanding.
[CUSTOMER][NEUTRAL] OK. Uh, just a moment.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, could you please send us a copy of an AOB to fax?
[AGENT][NEUTRAL] EOVs are obtainable through our provider portal at [PII].
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][POSITIVE] And if you don't have access I can assist you with creating an account. It's super simple.
[CUSTOMER][NEUTRAL] Uh, uh, already, uh, I was checking on that. Just a moment.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, already the check has been issued and more than 30 days has been passed. Uh, so I want you to issue a renew check. Could you please check and confirm whether it is possible or not?
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Uh, I want to issue a new check.
[AGENT][NEUTRAL] A new check?
[CUSTOMER][NEUTRAL] Yes, uh, because the holiday 30 days has been passed and check wasn't cashed yet.
[AGENT][NEUTRAL] Now this, now this check date is [PII], so that was just.
[CUSTOMER][NEUTRAL] No, yeah, you're saying that [PII], not [PII].
[AGENT][NEUTRAL] Correct, [PII]'s the process date and date. No problem.
[CUSTOMER][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] Sorry, sorry, sorry.
[CUSTOMER][NEUTRAL] Uh sorry sorry my mistake and uh but the industry did.
[AGENT][NEUTRAL] Receipt date on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, at least.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, thank you, [PII]. Thank you for your time and assistance and uh the call number must be your name and today's date, right?
[AGENT][POSITIVE] You're correct.
[AGENT][POSITIVE] [PII], it was a pleasure to help you with that claim status. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, no, no, I have got thing what I needed. Thank you. Thank you for your time and assistance, [PII], and happy New [PII]. Bye.
[AGENT][POSITIVE] Happy [PII] to you too, [PII]. Thank you for calling APL. Happy [PII].