AccountId: 011433970860
ContactId: 35955d4d-66c2-4869-98dd-bcc99aa2030d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235669 ms
Total Talk Time (AGENT): 77178 ms
Total Talk Time (CUSTOMER): 46669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/35955d4d-66c2-4869-98dd-bcc99aa2030d_20250522T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I'm calling from Prisma Health. Need to see if I can get an EOB fax to me.
[AGENT][NEUTRAL] Sure, I can help you with an EOB [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. Did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And the first initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 01661549
[AGENT][NEUTRAL] One moment while I pull that up.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Do you need the claim number?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] I have 359.
[AGENT][NEUTRAL] 02.
[AGENT][NEUTRAL] 01
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] It looks like we received this claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] And it looks like that claim was denied because kinesiology, speech, or occupational therapy are not covered benefits under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a uh the remit fax to me?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, can I get a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I have [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me just a few minutes after this call to get that sent to you um expect it within an hour or so, OK?
[CUSTOMER][NEUTRAL] OK, and a call reference?
[AGENT][NEUTRAL] Um, you can use my name and last initial in today's date, so [PII] in today's date.
[CUSTOMER][POSITIVE] All right, thank.
[CUSTOMER][POSITIVE] Alright, thank you, [PII]. I appreciate your help today.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.