AccountId: 011433970860
ContactId: 408ea71a-043f-42fc-af9f-8ea6550cf7d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160350 ms
Total Talk Time (AGENT): 72494 ms
Total Talk Time (CUSTOMER): 61729 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/408ea71a-043f-42fc-af9f-8ea6550cf7d1_20250515T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] with Methodist Richardson Medical. I just spoke with you a little bit ago about 3 claims for the same patient.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you faxed me the EOBs. OK, I'm getting the EOBs, but there's nothing on them at all. It just says, um, it just says like the patient's, the patient's name.
[CUSTOMER][NEUTRAL] Um, not, not even the patient's name. I'm sorry. It just says, I'm trying to read one to you. Let's see.
[AGENT][NEGATIVE] There should have been um.
[CUSTOMER][POSITIVE] It has everything that could do it.
[AGENT][NEGATIVE] A couple of pages for each, um, so the denial reasons would have been on the 2nd page. Did you get the second page as well for each of them?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] No, only one page. Uh uh, I just got one page.
[AGENT][NEUTRAL] That would be the problem. OK, weird. I'm so sorry. um, let's see, let's see if I've still got any of that pulled up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Talked to a few others since then, so bear with me just a moment.
[CUSTOMER][POSITIVE] Sorry, no worries.
[AGENT][NEUTRAL] Oh, it wasn't that long ago.
[AGENT][NEUTRAL] There we are, OK.
[AGENT][NEUTRAL] All right, I've got those claim numbers back up. Um, let me verify.
[AGENT][NEUTRAL] Of the fax that was [PII] or excuse me 3154.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, OK, I will try to resend them. I'm not sure why I did that, but I am so sorry.
[AGENT][POSITIVE] I'll do my best to make sure that you get both pages.
[CUSTOMER][NEUTRAL] You could just you could just send this, yeah, you can just send the second page, the 2nd page and that's if that's easier because I already got the 1st 1.
[CUSTOMER][NEUTRAL] Um, but whatever is easiest because it's, it's coming, is it coming from 87.
[AGENT][NEUTRAL] I'll see what it will let me do.
[CUSTOMER][NEUTRAL] OK, is your is your fax is coming from [PII]?
[AGENT][NEUTRAL] Yeah, that's our um APLs, yeah.
[CUSTOMER][NEUTRAL] Yeah. Yeah. OK. So I already got, like I said, I got the first one. It's, it's it however you wanna do it, but um, yeah.
[AGENT][POSITIVE] Sure, OK, I'll see what it lets me do, um, but yeah, I'll definitely make sure that it sends both pages again I'm very sorry for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Here we are. All right. Oh, no problem. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye-bye.