AccountId: 011433970860
ContactId: e4770b19-5f18-4584-95b4-cd9e8fb2003b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425220 ms
Total Talk Time (AGENT): 117578 ms
Total Talk Time (CUSTOMER): 114744 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/e4770b19-5f18-4584-95b4-cd9e8fb2003b_20250604T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the facility office to check up on a claim status. How are you doing today, [PII]?
[AGENT][NEUTRAL] I'm fine, and I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I can see, the policy number has been.
[CUSTOMER][NEUTRAL] 01899454 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, the callback number must be [PII] line.
[AGENT][NEUTRAL] I'm sorry, give that to me again [PII].
[CUSTOMER][NEUTRAL] [PII] line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's [PII], date of has.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't show that patient under this policy and you say his, uh, the patient's name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what state is he from?
[CUSTOMER][NEUTRAL] Asking for the patient state?
[AGENT][NEUTRAL] Yes, what state is the patient from?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] I don't show that patient is having a policy with our company. Do you have a copy of their card in front of you?
[CUSTOMER][NEUTRAL] I do have a social security number. Could you check with that?
[AGENT][NEUTRAL] What's the social?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I still don't show that patient in our system. So, um, if you don't, unless you have a card, I would say contact the patient to verify who their insurance is with because I don't show them in our system.
[CUSTOMER][NEUTRAL] Yeah, I do have a card copy.
[AGENT][NEUTRAL] OK, does it show American Public Life or APL?
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. It's Trida, something like that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's tried uh
[AGENT][NEUTRAL] I don't know who that is. You need to contact the patient.
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, can we move on to the next patient because I do have another patient?
[AGENT][NEUTRAL] OK, what is their policy number?
[CUSTOMER][NEUTRAL] One second, please.
[CUSTOMER][NEUTRAL] Yeah, the policy number has been?
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] And then 4 consecutive 05.
[AGENT][NEUTRAL] It's not one of our policy numbers. What is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Spell the last name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient data of has been number 4, 1964.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK. His policy number, let me give you the correct one when you're ready.
[CUSTOMER][NEUTRAL] Yeah, as you stated, the policy number has been incorrect, I thought you say.
[AGENT][NEGATIVE] Well, the number you gave me is incorrect. Are you ready for the correct policy number for this patient?
[CUSTOMER][NEUTRAL] Yeah, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Could you provide me that?
[AGENT][NEUTRAL] OK, the policy number is 251-9291.
[CUSTOMER][NEUTRAL] It's 251-92991, is that right?
[AGENT][NEUTRAL] Correct. And then what is the data service and amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII]. Chargement has been 114883.24.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Yeah, it's 22.
[CUSTOMER][NEUTRAL] 29.74.
[AGENT][NEUTRAL] OK and the name of the provider's office?
[CUSTOMER][NEUTRAL] Yeah, it's, it's a Florida Mercy Hospital.
[AGENT][NEUTRAL] Uh, show that claim process is needing primary EOB.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] What is the claim received it?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK, and the process date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] 353-2713
[CUSTOMER][NEUTRAL] It's 353.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2713.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK. As you said, they're requesting for primary, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Once again.
[CUSTOMER][NEUTRAL] Could you provide me the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and attention.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Family friendly limit.
[AGENT][NEUTRAL] There is no time limit.
[CUSTOMER][POSITIVE] Yeah, OK. Have a wonderful day. Bye for now.
[AGENT][POSITIVE] You too, thanks for calling APL bye.