AccountId: 011433970860
ContactId: 1ba609b6-5c91-41dd-b396-39a08b09c40e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247820 ms
Total Talk Time (AGENT): 59858 ms
Total Talk Time (CUSTOMER): 70287 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1ba609b6-5c91-41dd-b396-39a08b09c40e_20250613T18:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Heron Hospital, and I've got a claim I need an EOB on.
[AGENT][NEUTRAL] OK, I can help you with that claim status or that claim EOB um where did you say you're calling from again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Heron, H E R R I N, Hospital.
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02556849
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Uh, data service is 10-2624.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look on that real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need me to tell you why the claim was denied?
[AGENT][NEUTRAL] Or just the EOB?
[CUSTOMER][NEUTRAL] Well, I called her one time at the time and, and it, and, and you said it wasn't, wasn't covered charge, the covered diagnosis, but now I need the EOB so that I can build Medicaid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it all right if I fax it to you?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right. And does the attention need to go to anyone specifically?
[CUSTOMER][NEUTRAL] [PII] would be fine.
[AGENT][NEUTRAL] Did you say uh [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And to verify the fax number I have [PII].
[AGENT][NEUTRAL] 5643, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I just sent that EOB over. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I think that's it. Thank you very much.
[AGENT][POSITIVE] Great. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye.