AccountId: 011433970860
ContactId: c6e8a4de-12e0-4d38-bb44-04620d088130
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531179 ms
Total Talk Time (AGENT): 98524 ms
Total Talk Time (CUSTOMER): 87473 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/c6e8a4de-12e0-4d38-bb44-04620d088130_20250307T23:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the provider's office for the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your name again and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] and the callback number is [PII]. It's a direct line.
[AGENT][POSITIVE] OK, thank you so much for giving me that information. Can I please have the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Its [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the member's policy number?
[CUSTOMER][NEUTRAL] The policy number
[CUSTOMER][NEUTRAL] 10572777 M as in Mike L as in Lima, number 4.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] The date of services for [PII], charged amount is $11,031.
[CUSTOMER][NEUTRAL] 26 cents.
[AGENT][NEUTRAL] Thank you, sir. And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's uh $300.
[AGENT][NEUTRAL] OK, and can you please give me the name of your facility?
[CUSTOMER][NEUTRAL] It's Florida West Side Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII], while I look up this claim for you and I will be right back.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I have the claim for you.
[CUSTOMER][NEUTRAL] Yeah. So this claim is being paid, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I just need that EOP so we haven't received that EOB, uh, so that's the reason for the call.
[AGENT][NEUTRAL] Oh, OK. Well, I can make sure you get the EOB. Let me look that up for you, sir.
[CUSTOMER][NEUTRAL] Yeah, sure. So it's been allowed and paid for $250 right? Uh, it was paid through the check to, uh, the check number is 228-2025 and it was issued on [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. Uh, let me look it up again. Yes, sir.
[CUSTOMER][NEUTRAL] OK, sir.
[AGENT][NEUTRAL] Let me look up the
[CUSTOMER][NEUTRAL] Yup, can you please send that to you with the fax for me?
[AGENT][POSITIVE] Yes, sir. Give me just a moment and I'll and I'll get that together for you, sir.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], can you give me your fax number, please?
[CUSTOMER][NEUTRAL] Yeah, the fax number is [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. I'm gonna put you on a brief hold while I send this fax and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding for me [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you for that. So that's all I have for the day and thank you for for now.
[AGENT][NEUTRAL] OK, you said that's all for today?
[AGENT][NEUTRAL] You need my the call reference number?
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you for that. I do have that. Thank you for that. It's name and today's date, right?
[AGENT][POSITIVE] Oh, OK, good. That's right. You got it.
[CUSTOMER][POSITIVE] Thank you. Bye for now.
[AGENT][NEUTRAL] OK. Well, you have