AccountId: 011433970860
ContactId: b77544ac-bb36-4a33-8b95-822151192c16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226000 ms
Total Talk Time (AGENT): 97433 ms
Total Talk Time (CUSTOMER): 72101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b77544ac-bb36-4a33-8b95-822151192c16_20250217T15:43_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from. Yeah, hi, good morning. Hi.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK, and I'm sorry, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm calling from HCF Florida Mercy Hospital to check the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 249.
[CUSTOMER][NEUTRAL] 6911.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, the total charge amount is $5,543 even.
[AGENT][NEUTRAL] OK, one moment. And while I'm looking at claim information let you know we do have a callback number or uh we do have a website where providers can check claim status and that's on [PII]. And the name of the providers that you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm calling from HCF Florida Mercy Hospital.
[AGENT][NEUTRAL] I'm showing the claim process is needing primary EOB. It looks like we received it again and it was processed as a duplicate.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You read that claim for a duplicate?
[AGENT][NEUTRAL] Yes, we received the claim a second time and it processed as a duplicate. Uh, we're needing primary EOB.
[CUSTOMER][NEUTRAL] May I know the
[CUSTOMER][NEUTRAL] OK, yeah, I will send the primary UB.
[AGENT][NEUTRAL] Yes, you will need to submit the primary EOB along with the claim.
[CUSTOMER][NEUTRAL] Yeah, OK. And
[CUSTOMER][NEUTRAL] Yeah, OK. Mm, may I have the claim number and the claim received date, denied date, and the fax number attention.
[AGENT][NEUTRAL] Uh, the claim number is 3547933.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Receive [PII], process [PII].
[AGENT][NEUTRAL] And the fax number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And attention
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, and [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Could you please, uh, once again, uh, tell me the claim number I've, uh, missed that uh.
[AGENT][NEUTRAL] Uh, the claim number is 354-7933.
[CUSTOMER][NEUTRAL] 71933 got it. Could you please spell your name?
[AGENT][NEUTRAL] [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, thank you, thank you for your information. I will send the primary be with claim form through fax number. Uh, is it OK? Yeah, and may I have the call reference number for this call?
[AGENT][NEUTRAL] We don't give call reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL.