AccountId: 011433970860
ContactId: 2e4a6401-00ac-496b-a906-94926d230ea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254220 ms
Total Talk Time (AGENT): 102211 ms
Total Talk Time (CUSTOMER): 80509 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/2e4a6401-00ac-496b-a906-94926d230ea5_20250224T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], and I'm trying to get some information on two claims for a patient.
[AGENT][NEUTRAL] Sure, I can look at those clients for you. uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, and you said it was two claims were were they for the same patient?
[CUSTOMER][NEUTRAL] Same patient, different dates as her.
[AGENT][NEUTRAL] Sure, OK. Um, what was that policy number?
[CUSTOMER][NEUTRAL] 02137731
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that and then uh what was that first date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the bill amount?
[CUSTOMER][NEUTRAL] $679.02.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of the provider's office you were with?
[CUSTOMER][NEUTRAL] Prisma Health Urgent Care, South Carolina.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim uh looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I'll fax that over. Is there a claim number I can notate?
[AGENT][POSITIVE] Yeah, absolutely. Let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It is 352-728-4.
[CUSTOMER][NEUTRAL] OK, and what was the receipt date?
[AGENT][POSITIVE] Yes, let me get that for you.
[AGENT][NEUTRAL] We received this claim [PII] and it was processed, uh, it was also processed [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other data service is 9[PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what was that bill amount?
[CUSTOMER][NEUTRAL] $168.02.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, uh, this one is the same, [PII], we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, and the claim number for that one?
[AGENT][NEUTRAL] Yes, that is 352-728-1.
[CUSTOMER][NEUTRAL] One, OK. And the received date for that one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This one was received [PII] and it was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I just verify the fax number that I have is correct that I can fax this to? I have.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, um, since there's 2 dates of service, do I need to send them as two separate faxes with those primary EOBs?
[AGENT][NEUTRAL] Um, that's, that's not necessary.
[CUSTOMER][NEUTRAL] So that they don't get confused.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's completely up to you, um, but I think both of the same should be perfectly fine.
[CUSTOMER][NEUTRAL] OK, and [PII], is there a reference number I can notate for our call today?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.