AccountId: 011433970860
ContactId: 323e8870-be38-44fa-a4d5-00b9ebf96b74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182800 ms
Total Talk Time (AGENT): 67482 ms
Total Talk Time (CUSTOMER): 75635 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/323e8870-be38-44fa-a4d5-00b9ebf96b74_20250408T17:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just following up on a denial. Um, I spoke to a rep prior and they stated that the primary EOB needed to be faxed, and I did fax that information. I'm calling to see if it was received.
[AGENT][POSITIVE] OK, sure. I can assist you with that. And may I have your name?
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] All right. And may I have um the name of the facility you're calling from Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. That is Norwalk Hospital.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, and the patient's policy number.
[CUSTOMER][NEUTRAL] 02454242 M for mama L for Lima, the number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], and is [PII].
[AGENT][NEUTRAL] And may I have the date of service of the claim?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] The amount is $26,830.67.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome, Miss [PII].
[AGENT][NEUTRAL] Um, we have not received the EOB just yet. How did you send it?
[CUSTOMER][NEUTRAL] OK, because I faxed, she told me to fax it to [PII] and I faxed that in.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And that's the right number?
[AGENT][NEUTRAL] That is the right number, [PII].
[CUSTOMER][NEUTRAL] Yeah, and I faxed it on [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm, OK, so I guess I will re-fax that information.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, yes, if you don't mind because yeah, it didn't get here. Um, I don't see it processed yet.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'll just go ahead and refax that um.
[CUSTOMER][NEUTRAL] The information.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, is there anything else I might help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am. That'll be all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] There.
[AGENT][NEUTRAL] No