AccountId: 011433970860
ContactId: ba5ff0f6-54ea-4dca-9195-cc5167b368a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237559 ms
Total Talk Time (AGENT): 85082 ms
Total Talk Time (CUSTOMER): 95578 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ba5ff0f6-54ea-4dca-9195-cc5167b368a4_20250311T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling with facility STSC Florida West Side Hospital to check on our claims.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Mm just a second, let me check.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have only one claim.
[AGENT][NEUTRAL] OK. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Hm, just a second.
[CUSTOMER][NEUTRAL] Mm just a moment.
[CUSTOMER][NEUTRAL] OK, so the member policy number for this is going to be our system got stuck.
[CUSTOMER][NEUTRAL] Yeah, it's going to be 01994155 ML 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Member of.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Hm yes, sure. Uh my name is going to be [PII] Date of birth, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Mm, yeah, just a second.
[CUSTOMER][NEUTRAL] The date of service for this bill is going to be.
[CUSTOMER][NEUTRAL] [PII], total charge $1,708 even.
[CUSTOMER][NEUTRAL] Yeah, uh, tax ID is 83.
[CUSTOMER][NEUTRAL] 2048703.
[AGENT][NEUTRAL] And the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] SC Florida West Side Hospital.
[AGENT][NEUTRAL] Alright, so I'm showing that the claim was received on [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] The claim number is 3493352.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] [PII], right?
[CUSTOMER][NEGATIVE] When it got denied.
[AGENT][NEUTRAL] Hold on, let me go back. Hold on one second, let me go back.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and so how you want us to send the prime UB do you have the fax number?
[AGENT][NEUTRAL] Yes, you can fax it, you can mail it or you can send it electronically. Our fax number is [PII].
[CUSTOMER][NEUTRAL] Fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And that's gonna be attention APL claims department.
[CUSTOMER][NEUTRAL] It's a new one.
[CUSTOMER][POSITIVE] OK, thank you so much. Bye for now. And may I know your name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, again, my name is [PII] The first initial to my last name is [PII]. Was there anything else I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Reference number.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] I