AccountId: 011433970860
ContactId: afd1cc94-a1e8-4a1f-9d00-da580cb1a85b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378390 ms
Total Talk Time (AGENT): 146323 ms
Total Talk Time (CUSTOMER): 124068 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/afd1cc94-a1e8-4a1f-9d00-da580cb1a85b_20250108T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number for you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] OK, and what provider's office are you calling with them?
[CUSTOMER][NEUTRAL] It is University Hospital.
[AGENT][POSITIVE] What was that? I'm so sorry.
[CUSTOMER][NEUTRAL] HC Florida University Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the policy number for the patient you need status on?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, that is 02286180 M as in Mary.
[AGENT][NEUTRAL] OK, give me just one moment, let me get that pulled up.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and what is the date of service and charge amount that we need status on?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] D of service is [PII].
[CUSTOMER][NEUTRAL] Well the amount is
[CUSTOMER][NEUTRAL] $85,109.60.
[AGENT][NEUTRAL] OK, give me just one moment, let me see what I can find for you.
[AGENT][NEUTRAL] You said the total charges were 85,000 or 35?
[CUSTOMER][NEUTRAL] It is, uh, let me just see.
[CUSTOMER][NEUTRAL] $85,109.60.
[AGENT][NEUTRAL] OK, I just wanted to make OK I just wanted to make sure I had that down correctly.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] It looks like I do have that claim.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Um, it looks like it was a date span, is that correct?
[CUSTOMER][NEUTRAL] Uh, one second, let me just see.
[CUSTOMER][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me make sure I don't have more than one submission here.
[CUSTOMER][NEUTRAL] 9579
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I do have that claim on file. That is going to be claim number 3499617.
[AGENT][NEUTRAL] Um, we received that claim on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it was paid for a total amount of $600.
[CUSTOMER][NEUTRAL] OK. And what's the allowed amount?
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Um, it would be the $600 is what was allowed.
[CUSTOMER][NEUTRAL] And no patients responsibility, right?
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility, so if there's any remaining balances after that $600 payment, um, that would be up to the facility or the provider on how to handle that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. So is it paid through check or you free?
[AGENT][NEUTRAL] It was paid through check.
[AGENT][NEUTRAL] And that was check number 1870822.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It was a single check?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it cleared our bank on [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one more thing, uh, the pay to address is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it was sent to [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, my name is, yes, my name is [PII]. I'm calling for.
[CUSTOMER][NEUTRAL] One second, let me just see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, thank you. And also can you please fax me the PDOB.
[AGENT][NEUTRAL] Sure, what's that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and do I need to put it to anybody's attention?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can do for you today, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's it. Can I get the call reference number?
[AGENT][NEUTRAL] Sure, it's just gonna be my name, so that's [PII], last initial [PII] with today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. Thank you so much for the information. Have a great day. That's it for now.
[AGENT][POSITIVE] Thank you you as well and thank you for calling AP have a great day.