AccountId: 011433970860
ContactId: ee221978-9806-43a8-99c6-b503d69175ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218570 ms
Total Talk Time (AGENT): 91401 ms
Total Talk Time (CUSTOMER): 67858 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ee221978-9806-43a8-99c6-b503d69175ec_20250320T12:35_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, can you spell your name for me?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 024434.
[CUSTOMER][NEUTRAL] 98
[AGENT][NEUTRAL] 98
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, [PII] and or is it [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the data service and the total charge, and we can help with the status of the claim.
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charge is $299,785 and even.
[AGENT][NEUTRAL] OK, and what's the name of the facility?
[CUSTOMER][NEUTRAL] It's a Florida Northwest Hospital.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] So I show this claim was received [PII].
[AGENT][NEUTRAL] Process [PII].
[AGENT][NEUTRAL] And I'm showing that we need a copy of the major medical explanation of benefits.
[CUSTOMER][NEUTRAL] You need a primary OB is that right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. So what is the claim number?
[AGENT][NEUTRAL] The claim number is 356-6108.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] Sorry, can you please repeat it again?
[AGENT][NEUTRAL] 353566.
[AGENT][NEUTRAL] 108.
[AGENT][NEUTRAL] And you can also check status online at [PII].
[CUSTOMER][NEUTRAL] OK, what is the mode of submission to primary?
[CUSTOMER][NEUTRAL] You will be
[AGENT][NEUTRAL] So you could submit it the same way you submitted the claim, fax it, mail it or submit it electronically.
[CUSTOMER][NEUTRAL] OK, it should be corrected them along with the claim form and primary or is that right?
[AGENT][NEUTRAL] We do not need to correct a claim, we just need a copy of the primary EOB.
[CUSTOMER][NEUTRAL] What is the fax number?
[AGENT][NEUTRAL] [PII] attention claims.
[AGENT][POSITIVE] And any other questions I can assist with today at all?
[CUSTOMER][NEUTRAL] [PII], is that right?
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can you please spell out your name?
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call. [PII] and anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Just give me a moment. I'll check if I have any other client.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] I'm having one more claim here.
[AGENT][NEUTRAL] OK, would you like for me to show you how to set up the online account?