AccountId: 011433970860
ContactId: 0bf2ba90-fb99-471c-9479-5417232e85f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213139 ms
Total Talk Time (AGENT): 93938 ms
Total Talk Time (CUSTOMER): 89990 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0bf2ba90-fb99-471c-9479-5417232e85f2_20250611T12:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling um with Biloxi um Hospital, and I just had a question about um an EOB that we received.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim, [PII]. Do we have the policy number, claim number? What do we have?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] I do. Which one would you like type of?
[AGENT][NEUTRAL] Um, we can, you can give me just a claim number because I can get what I need from that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Perfect claim number is 3606084.
[AGENT][NEUTRAL] OK, let me pull that up here.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] And then if I could just verify his date of birth, please.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I apologize if you hear my little one, he's just waking up from this morning now.
[AGENT][NEUTRAL] No, you're OK. Alright, let's see. OK, so it says it was denied because the patient wasn't active at the time of service, but then it says it was reprocessed under another claim, so let me data service 51025.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so it was reprocessed under another claim number let me give that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 361-157-5.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Benefit payment was sent in the amount of $250.
[AGENT][NEUTRAL] And this claim was just processed today, so I don't even have a check number yet.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Well, that helps then um because I, I obviously we didn't get that yet, so, um, all right, perfect. So that no check number, yeah, I'm just gonna mark a note that we that we reprocessed so he was active then.
[AGENT][NEUTRAL] Yeah, and it was reprocessed, so if you guys need any check number, maybe just give us like 24 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, no, that's fine, um, that helps a lot. Do you have a call reference number for me today?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. That's gonna be my name with today's date. My name is [PII], that's [PII] and my initials my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] [PII] alright um is there an EOB yet or not yet because it just
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, I can send you an EOB. Do you need a copy of it?
[CUSTOMER][NEUTRAL] um
[CUSTOMER][POSITIVE] Yeah, if you don't mind, that would be great.
[AGENT][NEUTRAL] Yeah, what's a good fax number?
[CUSTOMER][NEUTRAL] Um, it's fax or email, OK, yeah, fax is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that'll come directly to my computer.
[AGENT][NEUTRAL] OK. Give it about 5 minutes and you should have that. OK, [PII]?
[CUSTOMER][POSITIVE] Alrighty you have a great rest of your day. I appreciate your help.
[AGENT][POSITIVE] You too, take care.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.