AccountId: 011433970860
ContactId: f9a5b834-8331-4620-87b4-40378eed3c2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419220 ms
Total Talk Time (AGENT): 107847 ms
Total Talk Time (CUSTOMER): 79521 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/f9a5b834-8331-4620-87b4-40378eed3c2e_20250411T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can you please give me your callback number just in case the call gets disconnected and the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] The name of the facility is Hudson Florida University Hospital. And the callback number is [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is 02022379 M as in Mike L as in Lima 7 and the patient's first name is [PII]. and the patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] Alright, and then can you please give me the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, sure. And the data services.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total charge amount is
[CUSTOMER][NEUTRAL] $38,209 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's $140.
[AGENT][NEUTRAL] 140 even.
[CUSTOMER][NEUTRAL] E1 yes
[AGENT][NEUTRAL] OK. All right. I'm gonna put you on a brief hold. I'm gonna look this claim up for us and I'll be right back, Miss [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 140
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. I do have the claim ready for you. The claim number is 356-899-6.
[AGENT][NEUTRAL] Uh, the claim was denied because we need the explanation, the benefits from the primary insurance.
[AGENT][NEUTRAL] And the claim was also filed on a different policy number?
[AGENT][NEUTRAL] Would you like for me to give you that policy number?
[CUSTOMER][NEUTRAL] Yeah, could you please provide me that?
[AGENT][NEUTRAL] Yes, it's 2473395.
[CUSTOMER][NEUTRAL] OK. Uh, so you need a primary OB with the collected crime or you need a UOB?
[AGENT][NEUTRAL] We need the primary EOB um from the primary insurance carrier to show the part they paid.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the claim received and the denied date?
[AGENT][POSITIVE] Yes ma'am, let me get that to you.
[AGENT][NEUTRAL] The claim was received on [PII] and it was processed on [PII].
[CUSTOMER][NEUTRAL] OK. Could you please provide me your name and also the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII] and you spell it [PII]
[AGENT][NEUTRAL] And you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Can I help you with anything else before we go?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You have a wonderful weekend and thank you for calling ATL. Bye bye, ma'am.
[CUSTOMER][POSITIVE] Have a wonderful weekend. Bye.
[AGENT][NEUTRAL] Bye bye.