AccountId: 011433970860
ContactId: 20097f18-cd6c-497d-b351-6149de30b458
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197490 ms
Total Talk Time (AGENT): 65721 ms
Total Talk Time (CUSTOMER): 78353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/20097f18-cd6c-497d-b351-6149de30b458_20250530T20:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from South Regional Healthcare. I just wanted to check up on the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 021-37690.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII], and can you please spell out your name for me?
[AGENT][NEUTRAL] Sure. [PII] last initial [PII] and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The data of service is for [PII] with the billed amount of $263 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And you're calling from?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the name of the provider's office?
[CUSTOMER][NEUTRAL] Am I audible?
[CUSTOMER][NEUTRAL] OK, so it's South Regional Healthcare.
[AGENT][NEUTRAL] OK, I show that claim process is needing primary EOB.
[CUSTOMER][NEUTRAL] And give me just one moment. Can you give, uh, let me know if you received and denied denied date for this claim.
[AGENT][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Well, can you help me with the received and processed date for this claim?
[AGENT][NEUTRAL] Sure. Uh, the claim was received on.
[AGENT][NEUTRAL] [PII], process on [PII].
[CUSTOMER][NEUTRAL] And what's the claim number?
[AGENT][NEUTRAL] 349-6650
[CUSTOMER][NEUTRAL] Right, and do you have a fax number where we could submit it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, I missed out after [PII] actually I did not get it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, again, it's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Any attention to?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Alright, and is there any timely finding limit for us to submit that EOB?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Alright, thank you so much and lastly, can you help me with the call reference number?
[AGENT][NEUTRAL] You may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much. Well then that is it from my side.
[AGENT][POSITIVE] Mhm thanks for calling APL bye.
[CUSTOMER][POSITIVE] Uh happy weekend.