AccountId: 011433970860
ContactId: d20713f3-cd5c-43a2-84ba-8fc671fb9ecd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151570 ms
Total Talk Time (AGENT): 58510 ms
Total Talk Time (CUSTOMER): 44480 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/2025/03/10/d20713f3-cd5c-43a2-84ba-8fc671fb9ecd_20250310T19:44_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from the provider's office in regards to claim status.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02134626 ML 8
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], I'm gonna spell the last name, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I, um, and may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] It is $37,0034.
[AGENT][NEUTRAL] All righty. And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] HCA Florida University Hospital.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 344.
[AGENT][NEUTRAL] 2686.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] Alrighty, I will go ahead and get the rebuild out to you all with the primary ELB. Is there a reference number for our call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and my first name is [PII]
[CUSTOMER][POSITIVE] Thank you so much, Miss [PII]. I hope you have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right.