AccountId: 011433970860
ContactId: e5a983a1-a55a-4b2a-91a0-0a72adddb5ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413279 ms
Total Talk Time (AGENT): 136135 ms
Total Talk Time (CUSTOMER): 212492 ms
Interruptions: 8
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e5a983a1-a55a-4b2a-91a0-0a72adddb5ae_20250515T21:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the claim status of ordering today.
[AGENT][NEUTRAL] I am fine and I can verify claim status for you and you say your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] And Ms. [PII], what is that?
[CUSTOMER][NEUTRAL] The policy number is 2024.
[CUSTOMER][NEUTRAL] 351-75 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]. That is my extension.
[AGENT][NEUTRAL] OK, thank you. One moment and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Verify the patient's name and first.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Thank you and what was the date?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total bill amount is $29,553 even.
[AGENT][NEUTRAL] And the balance of the primary?
[CUSTOMER][NEUTRAL] And the balance
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the balance after primary?
[CUSTOMER][NEUTRAL] It's $315.
[AGENT][NEUTRAL] You said $315?
[CUSTOMER][NEUTRAL] $315 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And while I'm looking up claim information, let you know we do have an online service center where providers can check claim status as well as print out the ELB. That site is at secured. [PII].
[CUSTOMER][NEUTRAL] PO that site that secure.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Calling from HCF Florida West Side Hospital.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, give me one moment please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, give me one moment.
[CUSTOMER][POSITIVE] Yes, give me one moment. Take your time.
[AGENT][NEUTRAL] Uh show the claim processed on [PII].
[CUSTOMER][NEUTRAL] the process on April just a minute just.
[AGENT][POSITIVE] And a check was OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse you.
[CUSTOMER][NEUTRAL] This claim was received on?
[AGENT][NEUTRAL] Claim received [PII].
[CUSTOMER][NEUTRAL] My birthday is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] yes.
[CUSTOMER][NEUTRAL] The process is done.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Denial, denial of this claim is paid or denied?
[AGENT][NEUTRAL] Uh, the claim paid $350.
[CUSTOMER][NEUTRAL] Just a minute, 300.
[AGENT][NEUTRAL] $50.
[CUSTOMER][NEUTRAL] $15. A lot of amount is?
[AGENT][NEUTRAL] 5050.
[AGENT][NEUTRAL] There's not a allowed amount, that's just the amount that is payable.
[CUSTOMER][NEUTRAL] A amount is?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, occupation responsibility.
[AGENT][NEGATIVE] We don't give patient responsibility. And ma'am, can you please stop burping in my ear?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] and ma'am can you please stop burping in my ear?
[CUSTOMER][NEUTRAL] OK, pay through EFT your check.
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] for cash.
[CUSTOMER][NEUTRAL] May I know the check, uh check number?
[AGENT][NEUTRAL] Sure. Check number is 2041364.
[CUSTOMER][NEUTRAL] Sure, check number is 2041364.
[CUSTOMER][NEUTRAL] May I know the check number, just check date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Check amount bulk or single.
[AGENT][NEUTRAL] Single, and the check amount is $350.
[CUSTOMER][NEUTRAL] Single
[CUSTOMER][NEUTRAL] Check amount is $350.
[CUSTOMER][NEUTRAL] OK, could you please send the UB through fax?
[AGENT][NEUTRAL] As I stated, 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].
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] service centers where providers.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Pronounce it
[CUSTOMER][NEUTRAL] So you'll not send the UB through fax.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] What's your fax number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Like
[AGENT][NEGATIVE] Ma'am, please stop burping in my ear.
[CUSTOMER][NEUTRAL] OK, uh, sorry, I have some issues on my, uh, uh, food poison. I, I got food poison, so that's why it's coming.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand, but just put your mouth away from the phone, but you said the fax number [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Just a minute
[CUSTOMER][NEUTRAL] I yeah
[CUSTOMER][NEUTRAL] I get your point.
[CUSTOMER][NEUTRAL] May I know the call reference number? Mhm.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Comes right, you, it becomes a habit now. Some word will be there which will be your go to thing if something happens, you will go to that word. Just a minute.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] OK, thank you for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] You're welcome. Yeah.