AccountId: 011433970860
ContactId: fa8ef186-02f0-4215-8088-bac80a4be37f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294209 ms
Total Talk Time (AGENT): 77936 ms
Total Talk Time (CUSTOMER): 88348 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/2025/04/08/fa8ef186-02f0-4215-8088-bac80a4be37f_20250408T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from HC Florida Kendal Hospital to check the claim status.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Patient ID is 02538109.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes. Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what's the date of service?
[CUSTOMER][NEUTRAL] The date of service for this patient is [PII]. And the bill amount is $14,639.75.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So this claim was received on [PII].
[AGENT][NEUTRAL] Claim was denied [PII], requesting the primary EOB.
[CUSTOMER][NEUTRAL] [PII]. And denied due to?
[CUSTOMER][NEUTRAL] Net primary.
[CUSTOMER][NEUTRAL] Um, OK. May I know the claim number?
[AGENT][NEUTRAL] 356-627-3
[CUSTOMER][POSITIVE] Fixed
[CUSTOMER][NEUTRAL] Just hold for a moment.
[CUSTOMER][NEUTRAL] So how we can submit the primary UP?
[AGENT][NEUTRAL] It can be submitted via fax, mail, or electronically.
[CUSTOMER][NEUTRAL] Mail or fax electronically. OK. May I know the fax number for you?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Uh, OK. And may I know the mailing address as well?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII] City, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] My ZIP code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, OK. May I know the time the filing to submit the primary OV?
[AGENT][NEGATIVE] Uh, no timely filing.
[CUSTOMER][NEUTRAL] Mm, OK. And uh UB 04 is needed with the primary UB or only primary UB is needed?
[AGENT][NEUTRAL] Only primary EOB.
[CUSTOMER][NEUTRAL] No, UV 04 is needed, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. May I know the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initials and today's date. My name is [PII], that's [PII]
[AGENT][NEUTRAL] And my last initial is [PII].
[CUSTOMER][NEUTRAL] OK. And today's date, right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Um, OK. Thank you for your assistance. Have a great day. Bye for now.
[AGENT][NEUTRAL] You too.