AccountId: 011433970860
ContactId: b76c9fb7-c312-4827-b25c-27e3cdaf60c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282119 ms
Total Talk Time (AGENT): 96315 ms
Total Talk Time (CUSTOMER): 109200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/b76c9fb7-c312-4827-b25c-27e3cdaf60c3_20250211T19:20_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from provider office to check the details. Could you please help me with that?
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number? Uh-huh, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the policy number is 02094963 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is uh [PII], and the date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that information and you said that you're checking claim status, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that information. Can you provide the date of service and the charge?
[CUSTOMER][NEUTRAL] Yes, date of service is [PII]. The amount is $16,254 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is this a hospital charge?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I'm, I'm not showing a date of service. You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing a claim on file for [PII] for that date of service.
[CUSTOMER][NEUTRAL] Yeah. Uh.
[CUSTOMER][NEUTRAL] For the confirmation, we have uh we have send the, send it previously.
[AGENT][NEUTRAL] When, when was it sent?
[CUSTOMER][NEUTRAL] Uh, through
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, there is a claim that's pending. Let me see if this could be uh one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the name of the hospital, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's HCA Florida Ventura Hospital.
[AGENT][NEUTRAL] OK, so I do receive, I show we received a claim [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Uh, $25 for this state of service, but the total charge on this claim is um $16,046.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You can
[AGENT][NEUTRAL] But this claim was received on the [PII]. It's in line for processing.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You stated that it's still in process, sir, right?
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] We received it on the [PII]. It hasn't been processed yet. It is in line to be processed, but I wanna clarify the total bill charge because what you provided is different than what's on the claim itself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, please. I'll verify you.
[CUSTOMER][POSITIVE] Yeah, sorry for the inconvenience. I have found that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] $16,0046 even, right?
[AGENT][NEUTRAL] That's what's on the claim that we received.
[CUSTOMER][NEUTRAL] Yes, yes. We have sent the claim. Sorry for the inconvenience. It's my mistake.
[AGENT][NEUTRAL] OK. All right. Did you have any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Uh, yeah. Uh, may I know, firstly, may I know your name?
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call. It's [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK. May I know what's the uh turnaround time for the claim to be complete the process?
[AGENT][NEUTRAL] Allow 7 to 10 days from the date of receipt.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, thanks for providing the details. Have a nice day. Take care. Bye-bye for now. Nice talking to you.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Uh