AccountId: 011433970860
ContactId: ba8a1668-97a2-46e8-9e7b-c0f0af08106e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378559 ms
Total Talk Time (AGENT): 103520 ms
Total Talk Time (CUSTOMER): 104866 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/ba8a1668-97a2-46e8-9e7b-c0f0af08106e_20250224T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking for claims.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, sir. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is?
[CUSTOMER][NEUTRAL] Just one. Yeah, it's uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] Thencomo.
[CUSTOMER][NEUTRAL] And the ID is 2501816.
[AGENT][NEUTRAL] OK, and what's the patient's date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me pull them up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. [PII], what's the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, the date of service is.
[CUSTOMER][NEUTRAL] It's uh [PII], bill on 47.747.
[AGENT][NEUTRAL] $47. OK, and then what's the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah, the primary was applied to deductible. It was $20.
[AGENT][NEUTRAL] Thank you. And one last question, can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yeah, it's uh
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold [PII] while I pull this claim in for us and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Just a month.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yes, thank you so much. Um,
[CUSTOMER][NEUTRAL] Yeah, we have used the address [PII]. Is this the right address?
[AGENT][NEUTRAL] No, sir. That's not correct. Um, the correct address, are you ready?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] What is the state?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] City?
[AGENT][NEUTRAL] The city, the city is [PII] and the state is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What is the time limit?
[AGENT][NEUTRAL] We don't have one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And what is the member's effective dates?
[AGENT][NEUTRAL] The effective date of the policy is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Still active?
[AGENT][NEUTRAL] Yes, the policy is still active.
[CUSTOMER][NEUTRAL] Oh, a secondary or primary?
[AGENT][NEUTRAL] This is secondary.
[CUSTOMER][NEUTRAL] Mhm. OK. Can I have the reference number?
[AGENT][NEUTRAL] Yes sir, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, sir. Thank you for your assistance. Yeah, that's all about today and, and uh I'm sorry for that.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][NEUTRAL] Can I have the payer ID, please?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah. Thank you so much and thanks for assistance. Have a great day, bye.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL. You have a good week. Bye bye sir.