AccountId: 011433970860
ContactId: bda18abe-3fba-4a02-8ce0-ef65f63034b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462380 ms
Total Talk Time (AGENT): 84426 ms
Total Talk Time (CUSTOMER): 130453 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/bda18abe-3fba-4a02-8ce0-ef65f63034b8_20250221T21:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so this is [PII]. I'm calling from the provider's office to request you for a patient. Uh could you please help me out with that?
[AGENT][NEUTRAL] OK, sure, I can assist you with claims and what is your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], OK, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have um the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, certainly. The patient's policy number is, it's.
[CUSTOMER][NEUTRAL] It's 02478746 followed by Mike Charlie 7.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] So just to let you know, uh, I had called before this, uh, I mean, I spoke with one of the representatives, uh, she gave me some details of the claim that it was paid recently on the, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and for, for the, um, I went to, uh, when I requested for the UBCC that, uh, you, you can acquire it from the portal. But when I checked on the portal, there's no UB, uh,
[CUSTOMER][NEUTRAL] For this, uh, pay date as of, I mean it's not uploaded as I'm not able to find that so I just called up again.
[AGENT][NEUTRAL] OK. Yes. And um may I have the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm, OK, so the member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] No, OK. Do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, the one which was paid recently, yes, uh, she provided me with the claim number. It's um, it's 355-0678.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 78 and what is the fax number?
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK and um what is the date of service just to confirm I'm looking at the correct um claim.
[CUSTOMER][NEUTRAL] Um, the date of service is [PII].
[AGENT][NEUTRAL] OK, and this is for HCA Florida University Hospital?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] HCA Florida University Hospital, yes, it's uh [PII] for HCA Florida University Hospital and the total charges are $14,0063 even.
[AGENT][NEUTRAL] OK, let me pull that claim just to make sure it's the correct one, OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, yes. All right. I'm gonna go ahead and send this out to you, uh, Mr. [PII] is, do I put this under your attention?
[CUSTOMER][NEUTRAL] Yes, you can put them to my attention that is [PII]
[AGENT][NEUTRAL] OK, and do you mind holding for me while I send this out to you right now?
[CUSTOMER][POSITIVE] Yeah, that's all right.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Oh no, that's all I was looking for. Thank you so much for being so great assistance and could you please help me out with the call reference number before we wrap up the call?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] OK, perfect. Uh thank you so much and I hope you have a wonderful rest of your day.
[AGENT][POSITIVE] You're as well thank you for calling APO. Bye bye, Mr. [PII].
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] In roar
[AGENT][NEUTRAL] Yeah