AccountId: 011433970860
ContactId: c230a6bb-dcb5-4949-a198-b9312e2cb727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445429 ms
Total Talk Time (AGENT): 163122 ms
Total Talk Time (CUSTOMER): 125464 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/c230a6bb-dcb5-4949-a198-b9312e2cb727_20250430T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I was speaking to another rep and got disconnected somehow.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] So I guess we start over. It's OK. It happens.
[AGENT][POSITIVE] I'm so sorry about that. It definitely does. OK, um, Ms. [PII], before we go any further, can I go ahead and get a good callback number from you just hopefully we're not disconnected, but just in case.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you and what can we help you with today?
[CUSTOMER][NEUTRAL] I'm looking into a bill that we sent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To see if you've received it and.
[CUSTOMER][NEUTRAL] When it will be paid and Medicare percentage allowable.
[AGENT][NEUTRAL] OK, we just need to check on a claim, make sure it's been received and kind of where it's at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] What do you need?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] A provider
[AGENT][POSITIVE] Oh, I'm sorry about that. I thought this was for your individual claim. Sorry about that.
[CUSTOMER][NEUTRAL] From University Hospital.
[AGENT][NEUTRAL] OK, um, do you have the policy?
[CUSTOMER][NEUTRAL] I do. It's 01699430.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. And what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You have that bill amount?
[CUSTOMER][NEUTRAL] $134,311.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], is that the amount um before or after major medical paid?
[CUSTOMER][NEUTRAL] Before, do you want your amount after?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 7500.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was the name of this provider's office? I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] It is HCA Florida University Hospital.
[AGENT][NEUTRAL] Gotcha. OK.
[AGENT][NEUTRAL] OK, so it does look like we received this claim but that we did not receive a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, so I need to resend that to you. What is the fastest way to get it to you?
[AGENT][NEUTRAL] Um, we would just need that EOB, um, and that would be I've got, well, probably a fax number unless, um, I've also got a payer ID if y'all use that.
[CUSTOMER][POSITIVE] Yeah, let's do the facts.
[AGENT][NEUTRAL] OK, uh let me know when you're ready for that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] That is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] Yes, 3659423.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so what day did you receive the bill?
[AGENT][NEUTRAL] Yes, this was [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[AGENT][NEUTRAL] And I've got a claim number as well if you'd like.
[CUSTOMER][NEUTRAL] And you guys have been waiting for a copy of the EOB ever since?
[AGENT][NEUTRAL] Uh, the primary EOB, yes, does look like that's all we're missing.
[CUSTOMER][NEUTRAL] Alright, go ahead and give me um the claim number please.
[AGENT][NEUTRAL] Sure, that's 345-074-0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can send you a copy of this EOB as well.
[CUSTOMER][NEUTRAL] Yes, would you do that, please?
[AGENT][NEUTRAL] Absolutely do you have a fax number?
[CUSTOMER][NEUTRAL] I do. It's 7.
[CUSTOMER][NEUTRAL] 27
[CUSTOMER][NEUTRAL] 773.
[CUSTOMER][NEUTRAL] 8283
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] 3283
[AGENT][NEUTRAL] OK, hang on.
[AGENT][NEUTRAL] 328-3. OK, sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, do I need to put attention to claims or anything on the bill?
[AGENT][NEUTRAL] Uh, claims department.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Claims, OK.
[CUSTOMER][NEUTRAL] And do you have a reference number for me?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. So my name is spelled [PII]
[CUSTOMER][NEUTRAL] I was afraid I spelled it wrong. I spelled it with a [PII] Thank you.
[AGENT][NEUTRAL] It happens. That's why I do that or some people think it's [PII] or [PII].
[CUSTOMER][NEUTRAL] Well, it, I mean, I knew it was either C or K, so.
[CUSTOMER][NEUTRAL] My dad
[AGENT][POSITIVE] It's close, no worries, you're fine. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I think that's it. I'll get that EOB sent over to you guys. Thank you very much.
[AGENT][POSITIVE] Sounds good. Thank you, Ms. [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.