AccountId: 011433970860
ContactId: def85701-9e35-4f3a-85cd-17f22f9a2344
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237580 ms
Total Talk Time (AGENT): 101837 ms
Total Talk Time (CUSTOMER): 66219 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/def85701-9e35-4f3a-85cd-17f22f9a2344_20250210T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII], calling from our provider's office, checking up on um claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status system. And may I have a callback number just in case we get disconnected and the name of where you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from HCF Florida Mercy Hospital and my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02185094 MLB.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sorry, ML8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data service is [PII].
[CUSTOMER][NEUTRAL] Data service is [PII] and the bill charge is $34,0057 and even
[AGENT][NEUTRAL] OK, thank you. All right, let me see if I can find this claim for you and that was [PII], the amount of $34,0057 even, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And Miss [PII] for future, you can check claim status online through our website at [PII] and that's optional.
[AGENT][NEUTRAL] And let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it looks like we received a claim [PII] process [PII], and it looks like we need the primary explanation of benefits to continue the processing of this claim.
[CUSTOMER][NEUTRAL] OK. May I know the fax number to fax the Primary OB?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] And what is the family filing limit?
[AGENT][NEUTRAL] We don't have timely filings to submit an EOB.
[CUSTOMER][NEUTRAL] OK. And can you verify and let me know whether the member was active for data service or not?
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Effective date [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] OK. Do you have any call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's day if you will. Do you need to spell my name or any other information?
[CUSTOMER][NEUTRAL] And also
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. And do you also want to include the UB zero form along with the primary UB or just the primary UB?
[AGENT][NEUTRAL] Uh, at this moment we're just needing a primary EOB, so it's up to your discretion if you want to send both again or just that one.
[CUSTOMER][POSITIVE] OK, thank you so much. That's all and have a nice day bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good day. Bye bye.