AccountId: 011433970860
ContactId: fd240010-669f-4f88-8b1c-d804f20e9a44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190580 ms
Total Talk Time (AGENT): 71877 ms
Total Talk Time (CUSTOMER): 82215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/fd240010-669f-4f88-8b1c-d804f20e9a44_20250521T15:29_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from office to check the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. The policy number is 02465027 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. Uh, best callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] Thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Date of service is [PII] with the bill amount $62,302 and even.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] $764.49.
[AGENT][NEUTRAL] Thank you. Give me one moment, please. And while I'm looking at claim information, just to let you know, we do have an online service center where providers can check claim status as well as print out the EOB. That site is at secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] Prior's office name is HCA Florida Palms West Hospital.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. I'm showing that claim process is needing the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. But uh we have previously submitted primary OB, so you haven't received it?
[AGENT][NEUTRAL] No, sir, we have not.
[CUSTOMER][NEUTRAL] Uh, OK. And how we can submit that?
[AGENT][NEUTRAL] Uh, you can mail it or fax it to our office.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Uh, can you please just confirm the mailing address? It's [PII], OK, [PII]. Is that correct?
[AGENT][POSITIVE] Uh, that is correct.
[CUSTOMER][NEUTRAL] And the fax number is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what would be the timely filing limit?
[AGENT][NEGATIVE] Uh, there's no timely filing.
[CUSTOMER][POSITIVE] OK, thank you. Thanks for providing that information. Just provide me the call for some of this.
[AGENT][NEUTRAL] Uh, you may use my name in today's date as reference.
[CUSTOMER][NEUTRAL] Uh, can you please repeat your name?
[AGENT][NEUTRAL] It's [PII] last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you, OK. Thanks for assisting me today.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye.