AccountId: 011433970860
ContactId: ed9735e1-fed4-4598-bafe-99fa0a4679e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314760 ms
Total Talk Time (AGENT): 129337 ms
Total Talk Time (CUSTOMER): 91870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ed9735e1-fed4-4598-bafe-99fa0a4679e3_20250619T18:59_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], and I'm calling from the provider's office of HCA Florida Adventura Hospital in regards to a claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I have 60801.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers uh that is our payer ID, uh, do you happen to have that, um, their social maybe I could search for them that way.
[CUSTOMER][NEUTRAL] Yes. Oh, no, I don't. Uh, give me one second. I.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Jones see a socialistic. I have name, address, date of birth, phone number, email.
[AGENT][NEUTRAL] Um, I can try searching with their name if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] No problem, that's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and what state does this member live in?
[CUSTOMER][NEUTRAL] Patient lives in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have his date of birth?
[CUSTOMER][NEUTRAL] Which was.
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[AGENT][NEUTRAL] OK, I do believe I found him. Give me just a moment.
[AGENT][NEUTRAL] What was the uh date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] that.
[AGENT][NEUTRAL] Alright, so I did find a policy that uh they have that is currently active. Uh, let me know when you're ready and I can go ahead and give you that correct policy number.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 0184.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] 25
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then what was that bill amount uh for this claim?
[CUSTOMER][NEUTRAL] That was for $57,709.
[AGENT][NEUTRAL] OK, do you happen to have that amount uh after major medical paid?
[AGENT][NEUTRAL] The remaining balance?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, um, let's see, do you have the uh tax ID for this provider?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so I'm not seeing that we've received a claim for that date of service from this provider.
[CUSTOMER][NEUTRAL] OK, looks like we sent that on [PII].
[AGENT][NEUTRAL] I do have a uh
[AGENT][NEUTRAL] OK, yeah, it does, we haven't received it. I do have a mailing address, fax number, and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, what's the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's that fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And your payer ID.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and get this resubmitted. Is there a reference number for our call?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That would be it. Thank you so much and I hope you have a great day.
[AGENT][POSITIVE] Yeah, thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] No