AccountId: 011433970860
ContactId: bf51a9d0-58c6-49d0-8c64-e623d4f47815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222259 ms
Total Talk Time (AGENT): 99411 ms
Total Talk Time (CUSTOMER): 73289 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/bf51a9d0-58c6-49d0-8c64-e623d4f47815_20250610T21:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. I'm calling from provider's office to check on a claim status. How are you doing today?
[AGENT][NEUTRAL] I'm fine, and I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, the policy number is 022-03926 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII] direct line, no extension.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh patient's name is.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charges are
[CUSTOMER][NEUTRAL] $17,356 even.
[AGENT][NEUTRAL] OK, and what was the the balance after primary is processed the claim?
[CUSTOMER][NEUTRAL] Uh, $1,0006.80.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment and your uh name of provider's office?
[CUSTOMER][NEUTRAL] Uh, the facility name is.
[CUSTOMER][NEUTRAL] Uh, facility name is HCA Florida University Hospital.
[AGENT][NEUTRAL] OK. I'm showing the claim process as we're unable to accept assignment of benefits for the claim filed due to a discrepancy reported to us by the IRS that is in combination of the name and taxpayer identification number on the account. Please visit the IRS website for additional information on how to resolve this issue.
[AGENT][NEUTRAL] And stop back up withholding. Once it's resolved with the IRS, please send APL a copy of the updated information.
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat what was it? I didn't catch you. [PII]. What is it? What happened? Yeah.
[AGENT][NEUTRAL] We are unable to accept assignment of benefits for the claim filed due to a discrepancy reported to us by the IRS that is in a combination of the name and taxpayer's identification number on your account. Please visit the IRS website for additional information on how to resolve this issue and stop backup withholding.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] Once this has been resolved with the IRS, please send APL a copy of the updated information.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The call reference?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][POSITIVE] Sure. Thank you so much. You've been a great assistance and great help.
[AGENT][POSITIVE] Mhm and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Sure, you too. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] Bye.