AccountId: 011433970860
ContactId: cbee7ff6-86df-419d-b16c-3a6a6889116a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297899 ms
Total Talk Time (AGENT): 93141 ms
Total Talk Time (CUSTOMER): 69903 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/cbee7ff6-86df-419d-b16c-3a6a6889116a_20250522T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the client status.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with claim status. May I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, policy number?
[CUSTOMER][NEUTRAL] And the policy number is 02152735. And the patient's first name is [PII], and the last name is
[CUSTOMER][NEUTRAL] Baby, and the date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and then may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charges?
[CUSTOMER][NEUTRAL] $13,075 even.
[AGENT][NEUTRAL] OK and what were the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's 3:50 even.
[AGENT][NEUTRAL] OK and may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] HA Florida University Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look up this claim and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Miss [PII] for holding for me. I've got the claim information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 356-835-3.
[AGENT][NEUTRAL] And the claim has been denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK. Uh, may I know the time received and uh denied it?
[AGENT][NEUTRAL] Yes, ma'am. Let me look that up.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] OK. Uh, could you, once, ma'am, could you please repeat the client number? Sorry for that.
[AGENT][NEUTRAL] Yes, it's 356.
[AGENT][NEUTRAL] 8353.
[CUSTOMER][NEUTRAL] OK. Could you also provide me the fax number to submit the primary?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK. Uh, could you also provide me the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is that everything I can help you with, [PII], before we go?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful night.
[AGENT][NEUTRAL] Bye-bye Ms. [PII].
[CUSTOMER][POSITIVE] Have a wonderful day. Bye.