AccountId: 011433970860
ContactId: 1369e69c-4a31-4e0f-bd76-7f2ae5c6004d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190419 ms
Total Talk Time (AGENT): 81410 ms
Total Talk Time (CUSTOMER): 71886 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/1369e69c-4a31-4e0f-bd76-7f2ae5c6004d_20250314T13:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office about a claim.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with client status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Yeah, [PII] that's correct.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 1482644 M like Mary L like Lima and then 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] $2,289.58.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, for the ER visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received this claim on.
[AGENT][NEUTRAL] We received the claim on [PII]. It processed on [PII].
[AGENT][NEUTRAL] The claim number is 356-612-1.
[AGENT][NEUTRAL] And I'm showing that this claim paid out for $500 and it paid out that amount because um this is the daily benefit for outpatient services.
[AGENT][NEUTRAL] Under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, patient services, alright, um, do you have an ELB? We received that payment, but for some reason there's nothing scanned for me to see that.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax the EOB over to you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Let me know when you're ready for the fax.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 941
[CUSTOMER][NEUTRAL] 341.
[CUSTOMER][NEUTRAL] 369 3.
[CUSTOMER][NEUTRAL] Attention [PII] if you could.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Attention, [PII]. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, so, well, yeah, um, so the balance of what we build would be the patient responsibility, correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, OK, that'll be it just you do call reference numbers?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII], um, it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be it thank you have a wonderful day.
[AGENT][POSITIVE] You do the same, [PII]. Thank you for
[CUSTOMER][NEUTRAL] Bye bye.