AccountId: 011433970860
ContactId: b89c9be4-03bb-44d9-8b15-4461c80f4dcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327170 ms
Total Talk Time (AGENT): 104497 ms
Total Talk Time (CUSTOMER): 77539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/b89c9be4-03bb-44d9-8b15-4461c80f4dcd_20250528T22:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check claim status.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. May I get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And then may I also have the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The number's name is [PII] and date of birth is [PII]. And the policy number is 02152735.
[AGENT][NEUTRAL] OK, let me look up that policy for us real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] The rate of service is [PII]. The total bill amount is $13,075 even.
[AGENT][NEUTRAL] OK, and then what are the charges?
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. And what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, the balance is $350.
[AGENT][NEUTRAL] OK, and the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] HSCA Florida University Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for us, ma'am, and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So I did find the claim for you. The claim number is 356.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 8353.
[AGENT][NEUTRAL] And the claim has been denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK. When this claim was received?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] Uh, we have entered the primary U be on [PII]. Could you please verify that?
[AGENT][NEUTRAL] OK, so if you just sent it on [PII].
[AGENT][NEUTRAL] That's only been a few days ago, so I'm not showing that we have received it yet.
[CUSTOMER][NEUTRAL] Actually, it was entered to fax.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It will take some more time for that also?
[AGENT][POSITIVE] Yes, it'll take some more time for it to show up where we can actually view it. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. When, how long it will take? When we should follow you back?
[AGENT][NEUTRAL] Well, it normally takes 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Can I get the call reference?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for your time and assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too, [PII], and thank you for calling APL. Bye-bye.