AccountId: 011433970860
ContactId: c000a1e5-6d02-452b-aa2f-8da7fc183f3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412790 ms
Total Talk Time (AGENT): 128503 ms
Total Talk Time (CUSTOMER): 85625 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/c000a1e5-6d02-452b-aa2f-8da7fc183f3c_20250408T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling on provider's office to check for the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Can you please give me your callback number just in case the call gets dropped?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is the tenant's policy number?
[CUSTOMER][NEUTRAL] The policy number is 1923761.
[AGENT][NEUTRAL] OK, can you repeat that policy number for me one more time?
[CUSTOMER][NEUTRAL] It's 1923761.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got Athena pulled up.
[AGENT][NEUTRAL] Can you um please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] OK. Uh, the date of service is number [PII] and the total charge amount is $5,693.
[AGENT][NEUTRAL] OK, and what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] And there is any other detail about it.
[AGENT][POSITIVE] OK, go ahead and take your time.
[CUSTOMER][NEUTRAL] No, we don't have the details. We have only our claim details only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK. It's HC Florida, Mercy Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look this claim up and I will be right back, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for holding for me. Uh, looking at data service [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, may I know the payer ID?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, ma'am. It's 60801.
[CUSTOMER][NEUTRAL] And may I know the payer name?
[AGENT][NEUTRAL] Our name is American Public Life.
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] OK. And uh may I know the claim address?
[AGENT][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII], OK.
[CUSTOMER][NEUTRAL] Could you please spell it for me?
[CUSTOMER][NEUTRAL] Could you please
[AGENT][POSITIVE] Yes. It's OK [PII]
[CUSTOMER][NEUTRAL] OK. And, and the state, state is also in [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh may I know the zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And may I know the planting?
[AGENT][NEUTRAL] The plan type is Medlink.
[CUSTOMER][NEUTRAL] And uh may I know the term family limit?
[AGENT][NEUTRAL] There's not one
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] There's not a timely filing limit.
[CUSTOMER][NEUTRAL] Uh, we need the time limit to submit the claim.
[AGENT][NEUTRAL] There's not a timely filing limit?
[CUSTOMER][NEUTRAL] OK, um, uh, may I know the group number?
[AGENT][NEUTRAL] Yes, the group number is.
[AGENT][NEUTRAL] 17506.
[CUSTOMER][NEUTRAL] And may I know the group name?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] A median
[AGENT][NEUTRAL] Academy
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And academy is A C A D E M Y.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, may I know the effective date for the policy?
[AGENT][NEUTRAL] Effective date is [PII] and the policy is current and active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. And now.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Could you please give me the card reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for your assistance. Have a great day.
[AGENT][NEUTRAL] You too, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Uh, thank you. It's enough for today.
[AGENT][POSITIVE] OK, well, you have a good night and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.