AccountId: 011433970860
ContactId: f57258fe-f14e-4656-b910-393e87d01e6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407399 ms
Total Talk Time (AGENT): 153751 ms
Total Talk Time (CUSTOMER): 145840 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f57258fe-f14e-4656-b910-393e87d01e6f_20250414T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm, I'm calling from HCA Florida University Hospital, and I was calling to um get claim status, please.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, the policy number is 01699430.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It was [PII] [PII].
[AGENT][NEUTRAL] OK, that was you said [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and uh do you have that bill amount?
[CUSTOMER][NEUTRAL] Uh huh, $134,311. It looks like um you all stated that you needed the primary explanation of benefits, but, um, I wasn't sure where you all needed us to send it to, so that's what I was calling for.
[AGENT][NEUTRAL] Oh, sure, absolutely. Um, so I've got a mailing address, fax number, um, what would be easier for you? Or I could give both of them to you.
[CUSTOMER][NEUTRAL] OK, and could you, um, let me know when you all receive the bill as well, please, and process.
[AGENT][NEUTRAL] Absolutely do you happen to have that original claim number?
[CUSTOMER][NEUTRAL] Um, 3559423.
[AGENT][POSITIVE] I'm sorry, could you, could you repeat that? I'm so sorry.
[CUSTOMER][NEUTRAL] And I'd also like to clarify that, oh.
[CUSTOMER][NEUTRAL] 3559423.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, uh, so that claim was received [PII], and it was processed [PII].
[CUSTOMER][NEUTRAL] OK, and is it processed, um, needing the primary explanation of benefits?
[AGENT][NEUTRAL] Yes, that is the only thing that it's stating that was missing.
[CUSTOMER][NEUTRAL] OK, alright, and um is the claims address, is it, um, do you send it to the claims address [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK. And um what about the fax number?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And is there any um other information that you all need or just the primary?
[AGENT][NEUTRAL] I would just be the primary EOB, yeah, as long as it shows what was paid towards uh co-pay, deductible or co-insurance, um, that's all we need.
[CUSTOMER][NEUTRAL] OK, got you. Alright, and once you, um, receive it, you know, the time, the turnaround time for it to be processed?
[AGENT][NEUTRAL] Yes, uh, process time can take about 7 to 10 business days. It may not take quite that long, um, but that's probably, you know, a good estimate.
[CUSTOMER][NEUTRAL] OK, got you. Alright, and um, also, do I put it to anyone's attention?
[AGENT][NEUTRAL] Uh, it would be claims department.
[CUSTOMER][NEUTRAL] OK, alright, and are you able to assist me with another um account by chance?
[AGENT][NEUTRAL] Uh, this was for a different number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, one moment, I'll let you know when I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] OK, and would they have different um reference numbers if you all provide those?
[AGENT][NEUTRAL] No, they, it would be the same, uh, reference number would be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. And then you can go ahead and give me that next policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, it is 02505681.
[AGENT][NEUTRAL] OK, and then uh the name and date of birth for this number please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Did you have this claim number as well?
[CUSTOMER][NEUTRAL] Um, let me check one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, so yeah, so this, this one is the same situation. The claim number we have is 352-405-9.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[AGENT][NEUTRAL] And actually so this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I'm so sorry. I'm looking at the wrong one. I am so sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] This one is quite a bit back further. OK, no, no, no, so this one was received, um, [PII]. I'm so sorry about that, um, and then it was, uh, processed [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and that is all the information that it's showing we need is the primary EOB, yes ma'am.
[CUSTOMER][NEUTRAL] And is it um the same?
[CUSTOMER][NEUTRAL] Got you. Alright, and um would it be the same claims address and fax number you gave me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you. Alright, and um, well I will get that, um, sent over to you all and you said the received date was [PII] and then processed [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alright, and I'll um send it over to you all as well for that one.
[AGENT][POSITIVE] OK, sounds good. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Um, no, that was all. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.