AccountId: 011433970860
ContactId: c6fdc74e-bbd1-4d20-aea8-8dddeb9d59f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179300 ms
Total Talk Time (AGENT): 72687 ms
Total Talk Time (CUSTOMER): 78016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c6fdc74e-bbd1-4d20-aea8-8dddeb9d59f0_20250213T14:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling with SC Florida Northwest Hospital to check on the claims.
[AGENT][NEUTRAL] Can I help you, [PII]? What's the policy number?
[CUSTOMER][NEUTRAL] The policy ID is going to be 02270516 M. Mike Lima 7.
[AGENT][NEUTRAL] A good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, you can also check your status online at [PII], and I can help you create an account before we disconnect the call if you would like. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm, yeah, just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. The patient name is going to be [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, date of service and total charge?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, uh, date of service for just a second.
[CUSTOMER][NEUTRAL] Date of service, I can see, [PII]. total bill $29,0083 even.
[AGENT][NEUTRAL] OK, we are needing a copy of the primary explanation of benefits. Um, I show the claim was processed under claim number 355.
[AGENT][NEUTRAL] 7538.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Received
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Process [PII].
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] process on which date you said [PII] of?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] This year.
[CUSTOMER][NEUTRAL] [PII]. OK. And you need Medicare you, right?
[AGENT][NEUTRAL] Whomever the primary insurance carrier is. We need their explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Uh, so how we can send, do you have the fax option?
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] Attention to
[CUSTOMER][POSITIVE] OK. Uh, thank you so much attention to claims. And may I know your name, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call [PII].
[AGENT][NEUTRAL] Oh [PII]
[AGENT][NEUTRAL] First initial last name is [PII]. Any other questions?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] That's all. Thank you so much. Bye for now. Have a nice day. Yeah, and just uh one question. Do you need the claim form or just the Medicare UB or the primary UB?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome thank you for calling A.
[AGENT][NEUTRAL] The major medical explanation of benefits.
[CUSTOMER][POSITIVE] OK. Thank you so much. Bye for now. Take care. Have a nice day.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day as well.
[CUSTOMER][NEUTRAL] Mhm