AccountId: 011433970860
ContactId: c9eea254-1a7e-4a9b-8923-f0511e23e114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262929 ms
Total Talk Time (AGENT): 92186 ms
Total Talk Time (CUSTOMER): 86198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c9eea254-1a7e-4a9b-8923-f0511e23e114_20250409T12:22_UTC.wav
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[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to verify claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you. What is the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the policy number for the member is
[CUSTOMER][NEUTRAL] It is 09.
[CUSTOMER][NEUTRAL] 987
[AGENT][NEUTRAL] Can you repeat the policy number?
[CUSTOMER][NEUTRAL] And the callback number is
[CUSTOMER][NEUTRAL] Yes, it
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And your callback number.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] is a direct line, no extension.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] You're cutting in and out, [PII], so I'm not getting all the numbers.
[CUSTOMER][POSITIVE] I'm sorry for the inconvenience.
[AGENT][NEUTRAL] Could you repeat the phone number for me?
[CUSTOMER][NEUTRAL] Yes, it is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and airline, no extension.
[AGENT][NEUTRAL] OK, we'll come back to the phone number because you're still cutting out you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the date of service and charge?
[CUSTOMER][NEUTRAL] So it is a date from [PII].
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So [PII] through [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the the total charge?
[CUSTOMER][NEUTRAL] 49,004.
[CUSTOMER][NEUTRAL] $104.60.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]. It is a direct line, no extension.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. And could you please tell your name?
[AGENT][NEUTRAL] [PII], first initial last name is [PII] and you'll use my name in today's date as reference for today's call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I'm showing that this is an inpatient claim. Can you give me the name of the hospital, please?
[CUSTOMER][NEUTRAL] The facility name is HCA Florida, Northwest Hospital.
[AGENT][NEUTRAL] OK, so I show the claim was received [PII].
[AGENT][NEUTRAL] Processed [PII].
[AGENT][NEUTRAL] And we're requesting a copy of the major medical explanation of benefits and when you're ready, I have the claim number for you.
[CUSTOMER][NEUTRAL] Please help me with the claim number.
[AGENT][NEUTRAL] 356-932-3.
[AGENT][NEUTRAL] And [PII], you can also check status online at [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. Could you please help me with the fax number to send the EOB?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][POSITIVE] OK. Thank you for your time and assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL [PII]. Have a good day as well.