AccountId: 011433970860
ContactId: d27ead5b-694c-4cc8-9934-31943cecf335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320369 ms
Total Talk Time (AGENT): 120046 ms
Total Talk Time (CUSTOMER): 104136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d27ead5b-694c-4cc8-9934-31943cecf335_20250513T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] from provider office, and I just want to discuss claim status. Can you please assist me for that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and your name is again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is 01867.
[CUSTOMER][NEUTRAL] 004, M as in Mary, L Lima, and number 8.
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes. Callback number [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII], and date of birth is
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's bed amount. Let me check here.
[CUSTOMER][NEUTRAL] $280.54.
[AGENT][NEUTRAL] OK, thank you, and you said data service [PII] at [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Let's see and you're calling from?
[CUSTOMER][NEUTRAL] Uh, Broward Medical Associate.
[AGENT][NEUTRAL] OK, and while I'm looking up claim information to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And I show the claim process is office visits are not covered per the policy and insurers, primary insurance paid in full, so there are no benefits payable.
[CUSTOMER][NEUTRAL] OK. And can you please uh confirm me the claim number?
[AGENT][NEUTRAL] 354-724-1
[CUSTOMER][NEUTRAL] And can you please send us a copy of Ubi by fax?
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, just provide me your good name and call reference number at the end.
[AGENT][NEUTRAL] Uh, my name is [PII], and you may use my name in today's date as reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just one moment. Uh, I also do have one other claim to discuss. Can you please assist me for that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For the same patient or a different patient?
[CUSTOMER][NEUTRAL] Uh, same patient, date of service is different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, data services.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And total bill amount is let me check here.
[CUSTOMER][NEUTRAL] $280.54.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, and I show that claim also processes office visits are not covered and benefits payable only if primary pays.
[CUSTOMER][NEUTRAL] OK. And what's the claim number?
[AGENT][NEUTRAL] 357-765-3.
[CUSTOMER][NEUTRAL] 357-765-3
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And please attach the UB for this claim as well along with the previous one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you so much for your assistance.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL Cash. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm bye.