AccountId: 011433970860
ContactId: 1706a195-074f-4f81-9c0d-3243aee3e716
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514347 ms
Total Talk Time (AGENT): 103284 ms
Total Talk Time (CUSTOMER): 112452 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/1706a195-074f-4f81-9c0d-3243aee3e716_20250530T20:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. Yes, just needing to check claim status for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the patient's first name is [PII] Last name is [PII].
[CUSTOMER][NEUTRAL] Um, and his policy number is 017.
[CUSTOMER][NEUTRAL] 92
[CUSTOMER][NEUTRAL] 125.
[AGENT][NEUTRAL] OK, and the date of birth, please?
[CUSTOMER][NEUTRAL] I'm so sorry. The date of birth is [PII], I'm sorry, [PII]. Sorry, my brain is like it's it's almost time to get off, so.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] OK, thank you. That's OK. It's Friday. It's the end of the week. It's worked too hard and it's ready to go home.
[CUSTOMER][POSITIVE] Oh my gosh, you understand.
[AGENT][NEUTRAL] OK, and then I do, I get you.
[AGENT][NEUTRAL] OK, what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes, ma'am. So the date of service is [PII].
[CUSTOMER][NEUTRAL] And the total bill amount was $184 even.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, so it was, um, $30.
[AGENT][NEUTRAL] OK, and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mercy Clinic, Oklahoma Community.
[AGENT][NEUTRAL] OK, alright, [PII] I'm gonna put you on a quick hold while I look up this claim for you and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right, thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I've got the claim information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 354.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 83887.
[AGENT][NEUTRAL] And the claim was denied because office visits are not covered under the patient's plan.
[CUSTOMER][NEUTRAL] OK. All right. Um, and when was that claim received?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] Just a minute while I look it up.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] Perfect. OK then, um, would it be um an issue if we got an EOB sent because we never received the EOB for this claim.
[AGENT][POSITIVE] No, that won't be a problem at all. What is your fax number?
[CUSTOMER][NEUTRAL] OK, alright, so the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get this uh fax ready for you and I'll be right back, Ms. [PII]. Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way now to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, well thank you so much, Ms. [PII] and do we have a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. OK then, well have a good weekend.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a blessed one. Thanks for calling APL bye bye ma'am.
[CUSTOMER][POSITIVE] Thank you you too bye bye.