AccountId: 011433970860
ContactId: 387d20f6-7b98-4b5c-bbb3-690b1d14ff6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459720 ms
Total Talk Time (AGENT): 85153 ms
Total Talk Time (CUSTOMER): 69269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/387d20f6-7b98-4b5c-bbb3-690b1d14ff6d_20250204T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning my name's [PII]. I need help with a claim please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with a claim. Uh, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, that's [PII] and that's direct.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And what is Naavion's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] I show that is 02364657.
[AGENT][NEUTRAL] OK, let me pull in that policy.
[AGENT][NEUTRAL] OK and then what is the date of service?
[CUSTOMER][NEUTRAL] That date of service is [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] It's for $5,712.60.
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, Prisma Health Greer Memorial Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you, Ms. [PII].
[AGENT][NEUTRAL] And I'll be back
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] back with you again. So I did find the claim. The claim number is 3382569.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the claim was denied because the benefits for that data service had been maxed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, can I get a copy of that EOB? We're seeming to have some issues with this going back and forth, back and forth, so.
[AGENT][POSITIVE] Absolutely. Uh, what is your fax number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a hold again while I fax this over to you and get it ready I'll be right back.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry, you cut out. Try that one more time for me.
[AGENT][NEUTRAL] I'm sorry, I wanted to let you know thank you for holding. I have the now.
[CUSTOMER][NEUTRAL] Hello, are you still there?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] There you are, OK, sorry, I'm not sure if it's my phone or yours.
[AGENT][NEUTRAL] I just wanna let you know.
[AGENT][NEUTRAL] I'm not sure either, but that fax is on its way to you now, Ms. [PII].
[CUSTOMER][POSITIVE] Perfect, thank you very much. If I could also get a call reference number that should be it for today.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] All right perfect thank you so much you have a good day.
[AGENT][POSITIVE] You have a good day too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.