AccountId: 011433970860
ContactId: 21ac9436-b8e2-449f-8d28-41b3e49bc2e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386540 ms
Total Talk Time (AGENT): 99903 ms
Total Talk Time (CUSTOMER): 136723 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/21ac9436-b8e2-449f-8d28-41b3e49bc2e5_20250228T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from a provider's office and I'm calling in regards to seeing if I could get a copy of an explanation of benefits faxed to me um.
[CUSTOMER][NEUTRAL] On a patient, please.
[AGENT][NEUTRAL] Yes, Miss [PII], you sure can. uh, may I get your call back number and the name of the facility you're calling from?
[CUSTOMER][POSITIVE] On a claim I should say, yeah, great.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Mhm, yes, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the name of your facility, please?
[CUSTOMER][NEUTRAL] Yes, it is Mercy. Oh, let me look here. I call for so many Mercy Clinic East.
[AGENT][NEUTRAL] Mhm
[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] Yes, [PII] policy number 350641.
[AGENT][NEUTRAL] OK, let me see if I can pull that policy in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that, is that the um claim number?
[CUSTOMER][NEUTRAL] Well, let me look at his well.
[CUSTOMER][NEUTRAL] I don't know, let me look at his card because I called several weeks ago on there. Maybe they have the wrong card, good grief.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, well.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] It might say inpatient or outpatient certificate number even.
[CUSTOMER][NEUTRAL] Uh, 6
[CUSTOMER][NEUTRAL] Um, here's 1 650641.
[AGENT][NEUTRAL] Let me look on that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Ah, that's a good one, OK, and then, um.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] What is the claim number for [PII]?
[CUSTOMER][NEUTRAL] Well, um, let me see if they gave me the claim number. Yes, I did, so I have a claim number of 353-2494.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEGATIVE] Yeah, I called here a few weeks ago and was given some information and I was supposed to have a copy of that fax and I never received it so.
[AGENT][NEUTRAL] Oh, I'm sorry you didn't get that. I'll make sure you get it. Um, what's your
[CUSTOMER][NEUTRAL] It's OK. No, it's fine, it happens.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that faxed together for you and I'll be right back. Thank you.
[CUSTOMER][NEUTRAL] Sure, sure, yep.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK Miss [PII], I've got that fax on the way to you now.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it will attempt if I think I know what happened if the line is busy, the fax only attempts 5 times before it abandons the fax, so I've got it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh sure I understand yeah.
[AGENT][NEUTRAL] Got it to where I can check to see if it gets abandoned and if it does then I'll resend it again for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that sounds good and that's the one and it was showing I was told last time that a payment of $21 was made to the member, correct?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Although we weren't sure why because we accepted assignment but.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Look and see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'll have to pull the check number and see.
[CUSTOMER][POSITIVE] Oh, I'm sorry, that's more work for you.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] No, I don't mind.
[AGENT][NEUTRAL] Yes, $21 was paid.
[CUSTOMER][NEUTRAL] OK, OK, that's what I was curious about. OK, um, may I just have a reference number then to wait for this call?
[AGENT][NEUTRAL] Yes you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, well thank you for your help I appreciate it you have a nice weekend.
[AGENT][POSITIVE] You too thank you and say you have a good weekend also and thanks for calling AP.
[CUSTOMER][POSITIVE] Mhm. Thank you, you too.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Uh huh bye bye.