AccountId: 011433970860
ContactId: ed51c057-9c8a-4b2c-a916-c6ff5e28e94b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406619 ms
Total Talk Time (AGENT): 110019 ms
Total Talk Time (CUSTOMER): 76018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/ed51c057-9c8a-4b2c-a916-c6ff5e28e94b_20250516T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How's it going [PII]? This is [PII]. I'm calling from [PII]'s office. I'm checking up on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The policy number is 01826095M for [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] And um may I please have the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] $67,568 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Actually I don't have this info.
[AGENT][NEUTRAL] OK, alright, and can you give me the name of the facility you're calling for, sir?
[CUSTOMER][NEUTRAL] HCA Florida Northwest Hospital.
[CUSTOMER][NEUTRAL] 1427.
[AGENT][NEUTRAL] OK, [PII], I'm gonna put you on a brief hold while I look up this claim and I'll be right back sir.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I have the claim information for you now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The, the claim number is 356923-1.
[AGENT][NEUTRAL] And the claim has been denied because we need the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Alright, when you guys received that claim?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] Like in there
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] Thank you, do you see who's the permit insurance?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me look at their group and see if I can find that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's Florida blue.
[CUSTOMER][NEUTRAL] charge
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Just 1 2nd, please.
[AGENT][POSITIVE] Yes, sir. Take your time.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All righty. So you guys need the primary UV then. All right, OK. Is there any fax number that you guys can receive that or mailing address? OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can also give you the payer ID number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The ID number is 60801.
[CUSTOMER][NEUTRAL] Alright ma'am, is there any call reference number?
[AGENT][NEUTRAL] Yes sir, you can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] OK, well, you have a wonderful weekend and thank you for calling APL, sir.
[CUSTOMER][POSITIVE] Alright, same for you man take care.
[AGENT][NEUTRAL] Bye-bye.