AccountId: 011433970860
ContactId: d5ec9127-c779-4b3f-ab29-c3f351b39e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225839 ms
Total Talk Time (AGENT): 99518 ms
Total Talk Time (CUSTOMER): 86071 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d5ec9127-c779-4b3f-ab29-c3f351b39e77_20250317T13:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office to check the claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status today. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] with no extension.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 2272854
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and it would be my pleasure to assist you with that claim status. What is the data service?
[CUSTOMER][NEUTRAL] Data Services [PII]. Bill amount is $70,536 even.
[AGENT][POSITIVE] Thank you. And the name of the facility, please?
[CUSTOMER][NEUTRAL] HCA Florida Kendal Hospital.
[AGENT][POSITIVE] All right, thank you, [PII], it would be my pleasure to assist you with that claim status. Uh, we received this claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim is pending for the primary EOB. We are secondary to the policyholder's major medical.
[CUSTOMER][NEUTRAL] OK, yeah. Got it. So, as for checking here, um, previous one, we already send the um primary EUB to the fax number [PII]. Is it right? Yes.
[AGENT][NEUTRAL] Do you know that is the correct um [PII] is the correct fax number. Do you know when that was sent?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's sent on [PII].
[AGENT][NEUTRAL] Yeah, we have not received that. Can it be re-faxed?
[CUSTOMER][NEUTRAL] Uh, no, I think you already faxed twice. Do you have the mailing address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 1 minute, 1 minute. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], one minute. [PII]. OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, what was the state?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK. Got it, got it. OK. Got it. And uh what is the attention?
[AGENT][NEUTRAL] Claims.
[CUSTOMER][NEUTRAL] OK. Got it. Uh, can I get the claim number?
[AGENT][NEUTRAL] Yes, ma'am. That claim number is
[AGENT][NEUTRAL] 355.
[AGENT][NEUTRAL] 4596.
[CUSTOMER][NEUTRAL] OK, got it. Let me send you. Um, OK, got it. Can I get a call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK, got it. Thank you. Have a nice day. Bye-bye. Take care.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.