AccountId: 011433970860
ContactId: 3383332e-0227-480e-bbf1-fadbcac856af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190240 ms
Total Talk Time (AGENT): 94331 ms
Total Talk Time (CUSTOMER): 65152 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/3383332e-0227-480e-bbf1-fadbcac856af_20241231T20:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on a claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] There is 1411867 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is on [PII].
[AGENT][POSITIVE] All right, thank you. And I will be happy to assist you with that claim status. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Yeah, I do have the claim number and date of service. What do you want me to do?
[AGENT][NEUTRAL] What, what's the claim number?
[CUSTOMER][NEUTRAL] 352-785-4
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] It's a Florida Woodmount Hospital.
[AGENT][NEUTRAL] Alright, thank you, and it would be my pleasure to assist you with that claim information. [PII], I'm showing that we did receive that claim on [PII]. It was processed on [PII]. It is pending for the primary EOB. We are secondary to United Healthcare, so it, the claim is pending for the United Healthcare EOB.
[CUSTOMER][NEUTRAL] Actually we have already sent the. Could you please check that whether you have received it or not.
[AGENT][NEUTRAL] Yes, but, uh, we have not received it. I did check to see if it had come in and we have not received it. Do you know how that was sent?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEGATIVE] Do you know how it was sent? We have not received it.
[CUSTOMER][NEUTRAL] Yeah, uh, we have the fax.
[AGENT][NEUTRAL] And the, you want to verify that fax number?
[CUSTOMER][NEUTRAL] Sure, it is 18.
[CUSTOMER][NEUTRAL] 77
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] That is the correct fax number. It just didn't come through. Can that be re-faxed?
[CUSTOMER][NEUTRAL] Yeah, sure, uh, do you want me to fax to the same number?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][POSITIVE] Yeah, uh, I've got everything what I needed. Could you provide me call the first number for this call.
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that claim information, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, uh, I have got everything what I needed, and, uh, thank you for your time and responses. Have a great day.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. Thank you for calling APL. Take care.