AccountId: 011433970860
ContactId: cfc497d4-b372-4d4b-9c65-de89beea25cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329480 ms
Total Talk Time (AGENT): 93869 ms
Total Talk Time (CUSTOMER): 106627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/cfc497d4-b372-4d4b-9c65-de89beea25cc_20250218T17:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from the provider office regarding claim status.
[AGENT][NEUTRAL] And looking for claim status you said sir?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. Yes, [PII], I can help you with that. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Yes, our callback number is [PII] and it is a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient name is [PII] and the date of birth is [PII]. And the policy number is 02022302 M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] OK, let me pull in that policy for us real quick.
[CUSTOMER][NEUTRAL] OK. Uh, can you spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] I have to note in my system.
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], right?
[AGENT][NEUTRAL] Yes, sir. Thank you. Yes, [PII] And then what is the date of service for the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] The charge amount is $2,047 and even.
[AGENT][NEUTRAL] Thank you. And then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mm sorry?
[AGENT][NEUTRAL] What's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just give me a moment. Let me check.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, the charges was $1,547.
[AGENT][NEUTRAL] Thank you and one last question, what is the name of the facility you're calling from Max?
[CUSTOMER][NEUTRAL] I'm calling from the HCA Florida Northwest Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK. Take your time, [PII].
[AGENT][POSITIVE] Thank you, [PII]
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking for Camden on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK. Uh, can you provide me the payer ID?
[AGENT][NEUTRAL] Yes, sir. It's 60801.
[CUSTOMER][NEUTRAL] OK. And what is the mailing address for this pay?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, uh, can you repeat the number of the [PII] you said? [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. Correct?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And what is the timing filing limit for this claim?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no issue. Thank you for the information and for the assistance. Can you provide me the call reference number of our conversation?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, sorry. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL you have a good rest of your week.
[AGENT][NEUTRAL] Bye bye, sir.
[CUSTOMER][NEUTRAL] You too. Bye-bye.