AccountId: 011433970860
ContactId: b84eb4e5-7930-4c9e-88e8-0f64f7f9b0ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347899 ms
Total Talk Time (AGENT): 93099 ms
Total Talk Time (CUSTOMER): 66645 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/b84eb4e5-7930-4c9e-88e8-0f64f7f9b0ca_20250414T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling for claim status, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. What is your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[CUSTOMER][NEUTRAL] The number I have is [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, and then may I also get the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $20,716.04.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $5,118.88.
[AGENT][NEUTRAL] Thank you. And then may I also have the name of the facility you're calling for, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure, it is HCA Florida Aventura Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look this claim up for us and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 27 1604.
[AGENT][NEUTRAL] 855
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I've got the claim pulled up for you.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 2327.
[AGENT][NEUTRAL] And the claim has been denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] What day did you originally receive it, please?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] We received it on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] And you still don't have the EOB.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um, do you have a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, [PII], you have a great day thank you so much.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] For now, until I get that EOB sent to you, yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, perfect. Well, I hope you have a good week and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.