AccountId: 011433970860
ContactId: dc18e944-cd7c-46cf-9c1a-d8959af785c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178110 ms
Total Talk Time (AGENT): 52648 ms
Total Talk Time (CUSTOMER): 106215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/dc18e944-cd7c-46cf-9c1a-d8959af785c5_20250129T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII] and I'm checking claim status.
[AGENT][NEUTRAL] I can help you, [PII]. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1618522 M as in Mary L as in Lisa 8.
[AGENT][POSITIVE] A good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is area code [PII].
[AGENT][NEUTRAL] Thank you. What's the, uh, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that information and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I have a claim for data service 826-2024.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] Total bill amount it was $16,222.97.
[AGENT][NEUTRAL] OK, is this facility or professional?
[CUSTOMER][NEUTRAL] This is the facility, Orlando Health Doctor P. Phillips Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment and I'll get that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do not show a facility charge for this date of service. [PII].
[CUSTOMER][NEUTRAL] Yes, it looks like the primary processed the claim. There was an adjustment posted and there was patient responsibility and it was billed out on [PII]. Let me just confirm the address. It was billed out by Orlando Health, Doctor P. Phillips Hospital.
[AGENT][NEUTRAL] By whom?
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And OK, let me confirm the address it was sent to [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm that is correct. I see other charges related to that date of service but not the facility charge.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, OK, then we need to resubmit the claim. I have a fax number here, um, [PII].
[AGENT][NEUTRAL] Mhm. You could
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Attention claims, yes, you could fax it to that number also.
[CUSTOMER][NEUTRAL] Will do. I'll go ahead and reprint that claim and submit an attention claims to that fax number and a copy of the primary EOB.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Perfect, [PII], can you provide me with the first initial to your last name and the reference number for the call, please?
[AGENT][NEUTRAL] [PII] and you'll use my name and today's date as reference for today's call, [PII]. Any other questions I could help out with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much for your help. Enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.