AccountId: 011433970860
ContactId: 17d09417-8fc1-4ffe-95ee-b998800e3c93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465239 ms
Total Talk Time (AGENT): 99148 ms
Total Talk Time (CUSTOMER): 99344 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/17d09417-8fc1-4ffe-95ee-b998800e3c93_20250319T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Mayo Clinic. I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Uh, can I please get your callback number just in case the call gets dropped?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02422301ML8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what's the data service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, data service is [PII], and the bill amount is $5,673.50.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] It's $1,572.63.
[AGENT][POSITIVE] OK thank you so much. I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, Ms. [PII], for holding for me. I have the claim pulled up. The claim number is 3560.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 430.
[AGENT][NEUTRAL] And the claim has been denied because the outpatient benefit for the calendar year has been maxed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh patient benefit has been.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] OK, um, does it say like when the claim was received?
[AGENT][POSITIVE] Yes ma'am, I can give that to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] We received it on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] OK, and do you know if an EOB was sent out to Mail?
[AGENT][NEUTRAL] Uh, they should have sent one, but if you need me to send one for you, I, I can.
[CUSTOMER][NEUTRAL] Um, yeah, could you fax it?
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] 422.
[CUSTOMER][NEUTRAL] 0923 and if you could put attention [PII] on there, B E T H.
[AGENT][NEUTRAL] OK, I will take care of it. I'm gonna put you on a quick hold while I send that fax to you, Ms. [PII], and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, great. um, is there a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] And today's date, OK, perfect. Alright, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Um, no, that'll be it. Thank you.
[AGENT][POSITIVE] You're welcome you have a great night and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks. You too. Bye.
[AGENT][NEUTRAL] Mm. Bye-bye, Miss [PII].