AccountId: 011433970860
ContactId: 12e16f50-7c08-4f4d-aa03-7368635ba262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238300 ms
Total Talk Time (AGENT): 99383 ms
Total Talk Time (CUSTOMER): 72640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/12e16f50-7c08-4f4d-aa03-7368635ba262_20250214T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I need to get um some claim information, please.
[AGENT][NEUTRAL] Sure, I can look at a claim for you, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Yes, that's [PII] and that's correct.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02212862.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. And then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] That is for [PII].
[AGENT][NEUTRAL] OK, and then do you have the bill amount?
[CUSTOMER][NEUTRAL] $1,174.
[AGENT][POSITIVE] OK, got it thank you one moment.
[AGENT][NEUTRAL] Was this for um Prisma Health?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you believe I found it. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so for this claim it does state that we received a primary uh EOB. however, it did not list the amounts applied to deductible, co-pay or co-insurance, so we do need a more detailed uh EOB that shows those amounts.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] Trying to make sure I can pull that information here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] T.
[CUSTOMER][NEUTRAL] Alright, that's copay, so it does show that.
[CUSTOMER][NEUTRAL] And that is also co-pay, OK, so the whole thing is copay, right.
[CUSTOMER][NEUTRAL] And where can I send that to?
[AGENT][NEUTRAL] Um, so I've got a mailing address and a fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So our mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Alright, and can I also get the claim number that you guys have for this one so that I can have that information on there and you can link it up a little easier.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Definitely.
[AGENT][POSITIVE] Of course, definitely let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 350-147-7.
[CUSTOMER][NEUTRAL] All right and then if I could just get a call reference number for today that'd be the last thing I need.
[AGENT][NEUTRAL] Alright, so that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's all for today thank you very much you have a good one.
[AGENT][POSITIVE] Alright, of course, yes, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.