AccountId: 011433970860
ContactId: fe45d206-a32e-4437-b692-74692a8991b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322880 ms
Total Talk Time (AGENT): 81965 ms
Total Talk Time (CUSTOMER): 75914 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/fe45d206-a32e-4437-b692-74692a8991b2_20250124T21:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] calling from the provider's office for the claim status. Can you please spell out your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], [PII], can you give me your callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] 01871715.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you and then what is um the date of service?
[CUSTOMER][NEUTRAL] It is [PII] and the bill amount is $37,377 even.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, I do see that, uh, the bill amount is $37,237,377.
[AGENT][NEUTRAL] OK, thank you and then what's the name of the.
[AGENT][NEUTRAL] facility you're calling from?
[CUSTOMER][NEUTRAL] H Florida MRC Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold [PII] while I look up that claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Uh, so the claim is not on file?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, give me just a moment.
[CUSTOMER][NEUTRAL] Uh, let me confirm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The mailing address because we had to send this claim through mail. So whether the address is [PII].
[CUSTOMER][NEUTRAL] Just give me a moment. It is not.
[AGENT][NEUTRAL] No, that
[AGENT][NEGATIVE] Incorrect.
[CUSTOMER][NEUTRAL] OK. So what's the current address?
[AGENT][NEUTRAL] The correct address is APL Claims [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK. Is there any payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] What's the call reference number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too [PII] thank you for calling APL you have a good weekend bye bye sir.
[CUSTOMER][NEUTRAL] Yes, yes.