AccountId: 011433970860
ContactId: 0ad87266-01d2-48a2-b5d3-7b013b67f01f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213179 ms
Total Talk Time (AGENT): 51977 ms
Total Talk Time (CUSTOMER): 71851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/0ad87266-01d2-48a2-b5d3-7b013b67f01f_20250522T16:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Midland Memorial Hospital. How are you?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well, uh, [PII], we had, uh, sent a claim over.
[CUSTOMER][NEUTRAL] In [PII] and um.
[CUSTOMER][NEGATIVE] We had been followed up with a call and [PII] told us that the services were not covered.
[CUSTOMER][NEGATIVE] And that she would fax a 0 pay EOB and we've never received it. Is that something that you can resend?
[AGENT][NEUTRAL] Sure, um, I can help you with that EOB. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] One second, I have the claim number ready for you.
[CUSTOMER][NEUTRAL] I think it's gonna be 02435990.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] And what was that date of or claim number?
[CUSTOMER][NEUTRAL] The claim number is.
[CUSTOMER][NEUTRAL] 34879
[CUSTOMER][NEUTRAL] 67.
[AGENT][NEUTRAL] And that for 5-182024, 6376.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, let me get that pulled up real quick.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Sorry, system's running just a bit slow.
[CUSTOMER][POSITIVE] Oh, ours is too, no problem.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let me get this pulled up, our facts pulled up, and I'm gonna type it out while we're talking.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And to your attention.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That should be headed your way. Uh, it usually takes 1 to 2 minutes, um, but I've sent that your way, so, um, if you don't, uh, receive it, just give us a call back, but it's, it should be in process and headed to you.
[CUSTOMER][POSITIVE] I appreciate you have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Uh