AccountId: 011433970860
ContactId: 3a503ec6-1385-47f3-941c-372314ac51ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232960 ms
Total Talk Time (AGENT): 50689 ms
Total Talk Time (CUSTOMER): 107199 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3a503ec6-1385-47f3-941c-372314ac51ab_20250618T14:19_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII] calling with the provider's office, um, with the University of Illinois Hospital. I was calling to uh uh get claim status on the patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Happy to check a claim. What's their policy number?
[CUSTOMER][NEUTRAL] It's 01.
[CUSTOMER][NEUTRAL] 665326.
[AGENT][NEUTRAL] Thank you. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In data service?
[CUSTOMER][NEUTRAL] The data service is uh.
[CUSTOMER][NEUTRAL] [PII], the bill amount is $276.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Right, so it looks like we did receive a claim for the state of service. It was received on [PII]. The claim was processed and denied on [PII]. We need the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Do you show?
[CUSTOMER][NEUTRAL] Who may be the primary.
[AGENT][NEUTRAL] No, we don't have that information. I'm sorry. You'd have to check with the insured or they're secondary, so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh that uh and I have here.
[CUSTOMER][NEUTRAL] Mask here, huh, OK, um.
[CUSTOMER][NEUTRAL] Then also I have another data service for this patient. Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me come out of here.
[CUSTOMER][NEUTRAL] That's so much stuff opening up here.
[CUSTOMER][NEUTRAL] Oh wait a minute, I think I see what's going on.
[CUSTOMER][NEUTRAL] He's got United Healthcare.
[CUSTOMER][NEUTRAL] I'm waiting about that.
[CUSTOMER][NEUTRAL] No, you know what, I don't think.
[CUSTOMER][NEUTRAL] process this is let me see.
[CUSTOMER][NEUTRAL] 1,262.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I think I see who it is.
[CUSTOMER][NEUTRAL] OK. All right. And I'm sorry, your name is?
[AGENT][NEUTRAL] My name is [PII], which is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], I believe, and is there a reference number?
[AGENT][NEUTRAL] Yeah, you can use my name with today's date as a call reference.
[CUSTOMER][POSITIVE] OK. All right, well thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Uh, you too, bye.
[AGENT][NEUTRAL] OK.