AccountId: 011433970860
ContactId: ff4b4cef-c823-4f91-a887-c218444a1ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245820 ms
Total Talk Time (AGENT): 81953 ms
Total Talk Time (CUSTOMER): 75575 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ff4b4cef-c823-4f91-a887-c218444a1ee5_20250612T21:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and you say your name is again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 134.
[CUSTOMER][NEUTRAL] 3156 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of service is [PII]. The bill amount is $7,375 even.
[AGENT][NEUTRAL] OK, and the balance after Primari is processed the claim?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And the balance after the primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The balance is 5900.
[AGENT][NEUTRAL] OK and the name of the provider's office?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The provider's office name is HCA Florida West Side Hospital.
[AGENT][NEUTRAL] OK, I'm trying to claim process as the outpatient benefit has maxed for the calendar year.
[CUSTOMER][NEUTRAL] OK. May I know who's responsibility?
[AGENT][NEUTRAL] We can't give patient responsibility. We can only verify how the claim was processed and that was the insured has maxed out their outpatient benefit for the year.
[CUSTOMER][NEUTRAL] So the responsibility goes to the patient, am I right?
[AGENT][NEUTRAL] We cannot give patient responsibility we can only verify how the claim was processed.
[CUSTOMER][NEUTRAL] May I know who is responsible for the amount?
[AGENT][NEUTRAL] Ma'am, I cannot give patient responsibility. The claim was processed as that patient max their benefit for the year, so you need to contact the patient.
[AGENT][NEUTRAL] OK, and Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you please send the UB through fax?
[AGENT][NEUTRAL] Sure. What is the fax number?
[CUSTOMER][NEUTRAL] The fax number is [PII] I'm sorry, it's [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much. May I have the call reference number?
[AGENT][NEUTRAL] You may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye.