AccountId: 011433970860
ContactId: 1babedfe-1e21-43ef-9730-561d58c46a48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207740 ms
Total Talk Time (AGENT): 95179 ms
Total Talk Time (CUSTOMER): 83736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/1babedfe-1e21-43ef-9730-561d58c46a48_20250220T18:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Uh, sorry, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from the Ohio State University Hospital. I'm just calling to check on the status of a claim that we faxed in faxed.
[CUSTOMER][NEUTRAL] Faxed back in [PII].
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], uh, what is that policy number, please?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Let's see, it is 02388488.
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I do. I have [PII] and that is a direct line.
[AGENT][POSITIVE] Oh awesome. Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] and the charge amount was $5,244.30.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You said 75 to 24.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and while I'm looking up claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And I show the claim process is the calendar year maximum for the outpatient accident and sickness treatment and the ER has been met. So it looks like he has met his benefit for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see, OK, and then do you have a claim number or an EOB you're able to send to me by chance?
[AGENT][NEUTRAL] Sure, I can, I can give you that claim number and I can email or my email fax this to you, um.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] The claim number is 355.
[AGENT][NEUTRAL] 4573.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And what is your fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, you know what, can I have you, I'm so sorry, can I have you repeat that? My number lock was not on. Oh.
[AGENT][NEUTRAL] Oh God.
[AGENT][NEUTRAL] I do that all the time when I log in. Yes, ma'am. It's 355.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 4573.
[CUSTOMER][POSITIVE] Thank you. And then a good fax number for me is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I will fax this over to you in a few moments. Uh, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] I think I'm good. Would I just use your name and today's date for our reference?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. I appreciate your help. You have a great day and a great weekend.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][NEUTRAL] Mm bye.