AccountId: 011433970860
ContactId: f05b33c3-ab2a-40cc-91c2-5fcde45c89f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215970 ms
Total Talk Time (AGENT): 81217 ms
Total Talk Time (CUSTOMER): 68714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f05b33c3-ab2a-40cc-91c2-5fcde45c89f6_20250304T18:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How's it going? This is [PII]. I'm calling from Provida's office. Let me try to get claim status.
[AGENT][NEUTRAL] OK, it's going well, [PII]. I can verify claim status for you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] 2203918.
[AGENT][NEUTRAL] Get that to me one more time. 220.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 391 8.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] So the date of service was [PII] and big amount $7,169 even.
[AGENT][POSITIVE] OK, thank you so much. And do you have the balance after primary processed the claim, [PII]?
[CUSTOMER][NEUTRAL] I don't actually.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] You said date of service [PII], correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] HCF Florida Northwest Hospital.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] I do not sure we received that claim. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do, well, that address changed [PII], so I can give you the correct address and or fax number.
[CUSTOMER][NEUTRAL] OK, so what would be the correct mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, so probably that's why you didn't receive the claim alright.
[AGENT][NEUTRAL] More likely. Well, like I said, I can give you our fax number if you like to fax it to us.
[CUSTOMER][NEUTRAL] No, I think should be fine with this. Let me see.
[CUSTOMER][NEUTRAL] Because it was
[CUSTOMER][NEUTRAL] Yeah, it was sent by paper, so no worries with this information should be enough. Is there any call reference number for that, ma'am?
[AGENT][NEUTRAL] Uh, no, sir. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No that should be it man thank you so much appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Same for you. Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah