AccountId: 011433970860
ContactId: c95b7959-1081-4646-b55a-8c75f05e080f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245669 ms
Total Talk Time (AGENT): 95376 ms
Total Talk Time (CUSTOMER): 108881 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/c95b7959-1081-4646-b55a-8c75f05e080f_20250130T13:33_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from uh South Miami Hospital. I wanna um status a claim.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, so it's [PII]. call back is [PII]. How are you spelling your name?
[AGENT][NEUTRAL] [PII]. Could you provide me with the spelling of yours?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, yeah, that's fine.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]. I've been called worse, so it's OK.
[AGENT][NEUTRAL] Thank you, [PII], can I have that policy number of the member that you're inquiring of claim status for?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, it is, uh, let's see, sorry.
[CUSTOMER][NEUTRAL] 01841849 ML 8.
[CUSTOMER][NEUTRAL] 8, yeah, I'm going blind.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Could you repeat that again?
[CUSTOMER][NEUTRAL] 01841849 ML, it looks like an 8.
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] [PII] total bill amount was 34,390 and we're looking for that 3,024 patient responsibility.
[AGENT][NEUTRAL] So this is the inpatient hospital stay?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And when did you guys submit this claim over to us, [PII]?
[CUSTOMER][NEUTRAL] Let's see. I'll tell you in a minute.
[CUSTOMER][NEUTRAL] Or as soon as the computer decides that it's gonna let me see it. Hold on one second.
[AGENT][POSITIVE] Take your time. I'm here to 4.
[CUSTOMER][NEUTRAL] That was sent in November.
[AGENT][NEUTRAL] Sent in November, I'm not showing a claim on file, but bear with me.
[AGENT][NEUTRAL] Could you verify where you sent the claim to?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Did they put it here?
[AGENT][NEUTRAL] How you submitted it to us, was it?
[AGENT][NEUTRAL] Electronic payer ID if so what number it was sent over to what number was utilized if it was sent by mail, what address what fax number?
[CUSTOMER][NEUTRAL] It does, it just has e-premise, which was meant electronic.
[AGENT][NEUTRAL] Cause I'm not showing a claim on file for her for November.
[CUSTOMER][NEUTRAL] OK. How can I send you
[AGENT][NEUTRAL] You can send it by fax.
[CUSTOMER][NEUTRAL] On the plane.
[CUSTOMER][NEUTRAL] Uh-huh. What is the facts?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] that's [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna send it now with the EOP from the primary.
[AGENT][NEUTRAL] Alrighty, is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That's about it. I just the reference number if you don't mind.
[AGENT][NEUTRAL] We don't provide those. however, you can use my name and today's date as a reference. Would you like for me to spell my name for you again?
[CUSTOMER][NEUTRAL] No, I got it. And then um you have an initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And then today's date is [PII] already. My goodness, it feels like it was the first two days ago.
[AGENT][NEUTRAL] Just feel like it was just December.
[CUSTOMER][POSITIVE] It's crazy. All right, sweetheart. Take care. Have a nice day, uh, have a rest of a nice day. All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thanks for calling APL Mary. You have a great one as well. Bye bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right bye.