AccountId: 011433970860
ContactId: e5bb670d-9a29-44d2-a72b-458476da9544
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296100 ms
Total Talk Time (AGENT): 102534 ms
Total Talk Time (CUSTOMER): 117245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e5bb670d-9a29-44d2-a72b-458476da9544_20250314T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Coral Springs Medical Center. I was calling to check a claim that we had sent in back in October.
[AGENT][POSITIVE] Great. I'm happy to check on the claim for you today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it is.
[CUSTOMER][NEUTRAL] This is outpatient 02404339.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Alright, thank you for that let me pull this up.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you and then what is the data service?
[CUSTOMER][NEUTRAL] Data service is 10-1724.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the bill amount is.
[CUSTOMER][NEUTRAL] $500.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, the total bill is 2,252, but the total requested amount is 500.
[AGENT][NEUTRAL] That was what was sent to us, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know how you guys listed if it's total amount or that's why I wanted to make sure I told you about um.
[AGENT][NEUTRAL] Yeah, some sometimes it'll come through as just the amount after the primary, um, let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me just check
[AGENT][NEUTRAL] Alright, so I'm not seeing any claims on file for 10-1724.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, we sent to [PII]. Is that correct?
[AGENT][POSITIVE] Mhm. Yeah, that is correct.
[CUSTOMER][NEUTRAL] OK, what is the um what is the payer ID for you?
[AGENT][NEUTRAL] Uh, the payer ID is 60801.
[AGENT][NEUTRAL] And I can also give you the fax if you want to resend it that way also.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] Uh, fax is going to be 877.
[CUSTOMER][NEUTRAL] Go.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, let me verify because it's early and I've only had one cup of coffee. 877-336-59423.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Perfect and you said payer ID is 60801.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate you confirming all of that and I will get it faxed over today hopefully um and then as far as the outpatient, uh, policy number that I provided, that was, uh, what was on her card, um, that's good, right?
[AGENT][NEUTRAL] Um, they actually have a different policy number that's active, um, as of [PII] last year. Do you want that number? It's different.
[CUSTOMER][NEUTRAL] The 024
[CUSTOMER][POSITIVE] I would love it because I know a lot of them changed for the new year, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, OK, so.
[CUSTOMER][NEGATIVE] It's been messing up everything.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The active policy is going to be 02.
[AGENT][NEUTRAL] 47.
[AGENT][NEUTRAL] 3451.
[AGENT][NEUTRAL] And the effective date on this is [PII].
[AGENT][NEUTRAL] And I did check both policies just to see if there was any claim under either of them, and I didn't see anything under either, so.
[CUSTOMER][NEUTRAL] And it did
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, and then I just wanna verify 02473451?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Awesome thank you so much for your time today I greatly appreciate it.
[AGENT][POSITIVE] You're welcome. Anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it have a great day.
[AGENT][POSITIVE] Alright you too thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.