AccountId: 011433970860
ContactId: 115c650d-cbf0-418c-b4ad-11318ba7a266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178009 ms
Total Talk Time (AGENT): 72198 ms
Total Talk Time (CUSTOMER): 46302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/115c650d-cbf0-418c-b4ad-11318ba7a266_20250312T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from SSM Saint Anthony Hospital to check the status of a medical claim.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02131819
[AGENT][NEUTRAL] Alright, let me just pull this up here.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you. And the date of service?
[CUSTOMER][NEUTRAL] They the services for [PII] for $701.
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] Alright, thank you for your patience on that. So it looks like we did receive a claim for the state of service. It was received on [PII].
[AGENT][NEUTRAL] Um, it looks like the explanation of benefits that were sent from the major medical were not eligible, so we need those resent.
[CUSTOMER][NEUTRAL] You now you need the, the what I'm sorry, you need the EOB reset?
[AGENT][NEUTRAL] Correct, yeah. So we're the secondary insurance, so we need the explanation of benefits from their primary.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Primary EOB. Do you have a fax that we can fax that to?
[AGENT][POSITIVE] Absolutely. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will fax that EOB. do you need to claim again or just that EOB?
[AGENT][NEUTRAL] Just the EOB. Let me give you the claim number if you don't have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claim number is going to be 355.
[AGENT][NEUTRAL] 3104.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Do you have a reference number for our call?
[AGENT][NEUTRAL] Absolutely. Call reference would be my name with my last initial in today's date. Uh, my name again is [PII], last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help and you have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.