AccountId: 011433970860
ContactId: 0941a118-6d00-4d14-99dc-1af478e6049c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199100 ms
Total Talk Time (AGENT): 74756 ms
Total Talk Time (CUSTOMER): 71436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/0941a118-6d00-4d14-99dc-1af478e6049c_20250513T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you doing?
[AGENT][NEUTRAL] I'm fine, [PII], and yourself?
[CUSTOMER][NEUTRAL] Good, I'm calling in reference to a claim that looks like we received some, but I can't seem to find an EOB for it, so I just had a couple quick questions on it.
[AGENT][NEUTRAL] OK, uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. It is 016.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 602-59 M like Mary L like Lima 7.
[CUSTOMER][NEUTRAL] Should be for a [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's [PII], it's a direct line.
[AGENT][NEUTRAL] OK. And you said the patient's name is [PII]?
[CUSTOMER][NEUTRAL] Correct. Uh, date of birth was [PII].
[AGENT][POSITIVE] OK, thank you so much and do you have uh the data service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And charged with $7530.
[AGENT][NEUTRAL] OK. And do you have a balance after primary insurance?
[CUSTOMER][NEUTRAL] Uh, it was $3,152.
[AGENT][NEUTRAL] 52. OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Uh, do not show a claim. Oh, and I'm looking at the wrong person. I'm sorry.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Norwalk Hospital.
[AGENT][NEUTRAL] OK, I do show you received the claim and it looks like it processes needing the primary EOB.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] OK, uh, where should I send the, no worries, um, can I fax it or do I have to mail it?
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Uh, you can fax it. Uh, let me know when you're ready and give you a fax number.
[CUSTOMER][NEUTRAL] Go right ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][POSITIVE] Awesome. Oh, and can I grab the uh claim number to put on there please?
[AGENT][NEUTRAL] Uh yes, sir. Claim number 3592222.
[CUSTOMER][POSITIVE] Awesome. OK, thank you. Oh, can I grab a uh call reference number please whenever you get wrapped up?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, thank you very much appreciate your help.
[AGENT][POSITIVE] All right, you're welcome and thank you for calling APL Jason. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.