AccountId: 011433970860
ContactId: 12110e2b-a701-4f7c-852d-7e1f699054ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286269 ms
Total Talk Time (AGENT): 87597 ms
Total Talk Time (CUSTOMER): 131901 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/12110e2b-a701-4f7c-852d-7e1f699054ef_20250502T12:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, my name is [PII]. I'm calling from the Jackson Memorial Hospital. Uh, back on [PII], we sent out a claim of, uh, of a co-payment for, uh, a patient. Um, can I give you her information or what information do you need?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] No problem. My number is [PII]. And what is your name?
[AGENT][NEUTRAL] My name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 0241.
[CUSTOMER][NEUTRAL] 5324.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The, the point that.
[CUSTOMER][NEUTRAL] I can pronounce. I'm gonna spell it out. It's [PII]
[CUSTOMER][NEUTRAL] Then the last name is [PII]
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Sure, uh.
[CUSTOMER][NEUTRAL] Data service is.
[CUSTOMER][NEUTRAL] Um, let me look that up, hold on.
[CUSTOMER][NEUTRAL] Oh, where did it go?
[CUSTOMER][NEUTRAL] Uh, the service is [PII].
[CUSTOMER][NEUTRAL] Um, the total amount is 36,558.20.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing that we received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII] and I'm showing that it's denying because we need the EOB from the primary insurance company. So the claim can be resubmitted with that information so that we can get it processed.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, is there a possibility you can send me that denial, um, through email, through email or fax?
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax you the EOB. Um, let me give you the claim number.
[CUSTOMER][NEUTRAL] Yeah, what is the claim number?
[AGENT][NEUTRAL] 358-715-3.
[CUSTOMER][NEUTRAL] 3 I'm sorry, 358 you said?
[AGENT][NEUTRAL] Mhm. 358-715-3.
[CUSTOMER][NEUTRAL] OK and um when I give you the fax number, um can you put it to my attention because that number is a universal number like everybody can receive it.
[CUSTOMER][NEUTRAL] And so I just wanna be uh say to my attention to attention, [PII].
[AGENT][NEUTRAL] Um, yes, ma'am. Attention [PII], and what's the fax number, please?
[CUSTOMER][NEUTRAL] Sure and um [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the fax number is [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] 305355-2120.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, correct. Do you have a call reference for this one?
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, that'll be all, and, um, when will I receive that fax?
[AGENT][POSITIVE] You should receive it in about 10 minutes. I'm sending it right now.
[CUSTOMER][NEUTRAL] OK, thank you so much so that way I can go ahead and send it to the billing department because I'm in a different department. I have to send a notification, OK?
[AGENT][NEUTRAL] Uh, yes, ma'am. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you so much for your help.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much for your help I appreciate it.
[AGENT][POSITIVE] OK, I thank you, [PII], for calling APO. You have a great weekend. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.