AccountId: 011433970860
ContactId: 0a7cce77-c071-4f35-bea8-5a10b0b261ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452869 ms
Total Talk Time (AGENT): 86816 ms
Total Talk Time (CUSTOMER): 103790 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/2025/04/03/0a7cce77-c071-4f35-bea8-5a10b0b261ea_20250403T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. Um, I was wondering if I could have an EOB copied and faxed.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and I can barely hear you, [PII].
[CUSTOMER][NEUTRAL] Sorry, can you hear me better?
[AGENT][NEUTRAL] Yeah, that's better. What's the what's the policy number?
[CUSTOMER][NEUTRAL] It's 02443354.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] So are you calling on behalf of the provider's office?
[CUSTOMER][NEUTRAL] Yes, professional surgical services, do you need a tax ID?
[AGENT][NEUTRAL] OK, and what's the date?
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] It is 346.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what are the procedure codes on the claim?
[CUSTOMER][NEUTRAL] The procedure code is 99214.
[AGENT][NEUTRAL] OK, so the explanation of benefits was mailed to the address on your claim form and it's now available to download online. I can help you create an account to download that ELB using the claim number.
[CUSTOMER][NEUTRAL] Um, if you, if you can, I would really appreciate if I could get it back because our systems are down today.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, at least allow at least 5 business days to receive and did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] Um, no, ma'am, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome. If no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEGATIVE] Oh wait wait wait wait wait wait wait wait wait, please don't hang up.
[AGENT][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm so sorry I have one more patient that I didn't see. Can you check this one out as well?
[AGENT][NEUTRAL] A different person.
[CUSTOMER][NEUTRAL] Yeah, different member.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What's the next policy number?
[CUSTOMER][NEUTRAL] The next policy number is 01933967.
[AGENT][NEUTRAL] And before I move forward, what is your mailing address, your billing address?
[CUSTOMER][NEUTRAL] The mail it
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, so that's where the first one was mailed. One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth for the second claim?
[CUSTOMER][NEUTRAL] Yeah, I'm, yeah, I'm a Garcia [PII].
[AGENT][NEUTRAL] A date of service in charge?
[CUSTOMER][NEUTRAL] [PII] with a charge amount of 2,468.
[AGENT][NEUTRAL] And the procedure code on the claim?
[CUSTOMER][NEUTRAL] It is 47562.
[AGENT][NEUTRAL] Is there a modifier on that claim?
[CUSTOMER][NEUTRAL] A modified.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] It is AS.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Momo one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this one was mailed to the same address, so we'll go ahead and get this faxed over to the number provided as well and anything else?
[CUSTOMER][NEUTRAL] No, that'll be it actually for now.
[AGENT][POSITIVE] OK. All [PII]. Well, thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Uh bye-bye.