AccountId: 011433970860
ContactId: 43fe310a-5a54-4145-b02a-a0329aaff773
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501700 ms
Total Talk Time (AGENT): 102463 ms
Total Talk Time (CUSTOMER): 149452 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/43fe310a-5a54-4145-b02a-a0329aaff773_20250312T16:01_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Emory University Hospital. How are you doing today, [PII]?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing just fine. I'm calling regarding claim status, please, ma'am.
[AGENT][NEUTRAL] OK, I can help you with the claim status, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, the direct number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII], born [PII]. Patient ID is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what is the data service for [PII]?
[CUSTOMER][NEUTRAL] The date is [PII] to a claim for $10,828.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The charge balance is 5 where they paid $2,204.69. We have a balance out there after the discount. There's a balance of $5300.
[CUSTOMER][NEUTRAL] $5,338.91.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold Miss [PII] while I pull in this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], this is [PII]. I found the claim. The claim number is 356-588. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold hold hold on to to give me a minute to give me a minute, um, to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what was the first thing I get you tell me this what was that claim received?
[AGENT][NEUTRAL] It was received on.
[AGENT][NEUTRAL] It was received on [PII].
[CUSTOMER][NEUTRAL] What's that claim number now?
[AGENT][NEUTRAL] 356.
[AGENT][NEUTRAL] 5883.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] What's it, was it a pain or what? What's that?
[AGENT][NEUTRAL] The claim was denied because the services were rendered after the policy term date.
[CUSTOMER][NEUTRAL] And the and the.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Got to get this thing right here policy date. Come on, [PII], what was that date and time?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yeah I do it. To anyway I got something to do. I got, I need a copy that this so I can upload it in my system and be this space for that balance. Is there any way you can uh uh uh fax me that because I needed like an ASAP to resolve this account.
[AGENT][NEUTRAL] Yes, ma'am. um, please give me your fax number.
[CUSTOMER][NEUTRAL] I shall, I shall, it's [PII] and [PII] gonna come directly to me.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] No problem. I'll wait.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], I have that fax on its way now.
[CUSTOMER][POSITIVE] I appreciate it. [PII], can I get a reference number, please, please, and I truly appreciate your help.
[AGENT][POSITIVE] Oh, yes, ma'am. It's been my pleasure. Um, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Spell your name cause I is it [PII] or you have, how do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I gotta change your name all the way. Oh.
[CUSTOMER][POSITIVE] That's my stepfather Day. Look, that's my stepfather day still guess what, girl, I just changed her name. I don't care. So, thank you so much for that information. You take care and have a blessed uh week.
[AGENT][POSITIVE] You have a blessed week too, Ms. [PII]. I appreciate you calling [PII]. I've had a pleasure talking with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye,