AccountId: 011433970860
ContactId: c0a28837-289c-4e45-9ba5-19e7105c4ba1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225690 ms
Total Talk Time (AGENT): 86310 ms
Total Talk Time (CUSTOMER): 55086 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c0a28837-289c-4e45-9ba5-19e7105c4ba1_20250320T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from facility.
[CUSTOMER][NEUTRAL] SC Florida Kendal Hospital regarding claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02419373
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Just allow me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The date of service was [PII].
[CUSTOMER][NEUTRAL] And build on $12,614 even.
[AGENT][NEUTRAL] OK. Let me see if I can find this claim for you and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It looks like we have processed this twice. Um, so I'm gonna give you the original one because the last one was a duplicate, meaning that we did not receive the information we were needing, um, but the original one was received [PII].
[AGENT][NEUTRAL] And we are requesting the primary explanation of benefits to continue the processing of this claim.
[CUSTOMER][NEUTRAL] We need to resubmit this claim along with the primary EOB as a corrected claim.
[AGENT][NEUTRAL] We just need the primary ELB. We already got the claim twice. We just need the primary ELB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I know the fax number to send DOB?
[AGENT][NEUTRAL] Sure, that is [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Do, and, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. What will be the call reference number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, could you please let me know your name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Thank you so much for your assistance. You have a great day ahead.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye bye.