AccountId: 011433970860
ContactId: 45e70561-60de-4243-8795-9a1934932212
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539640 ms
Total Talk Time (AGENT): 98332 ms
Total Talk Time (CUSTOMER): 106660 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/45e70561-60de-4243-8795-9a1934932212_20250430T17:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to check and see if I can get a remit um sent to me.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] OK, I'm calling from a provider's office.
[AGENT][POSITIVE] Yes ma'am, I can help you um you're wanting to get an explanation of benefits sent to you that we have done?
[AGENT][NEUTRAL] On a claim
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. And what is your name, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] Thank you Ms. [PII], and can I please get your phone number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK, um, my number is [PII] and I'm calling from the University of Kansas Hospital.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] [PII] and her number is 021-75808.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[AGENT][NEUTRAL] Do you have the claim number and you just didn't receive the EOB or do I need to give you the claim status also?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Well, I, I called the other day and got claim status, but I need the actual remit, um, because the claim denied with you guys for the maximum benefit payable was met.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um so I need just uh I just need the remit so we can put that in our system.
[AGENT][NEUTRAL] OK, um, can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[CUSTOMER][NEUTRAL] And uh the total charges were $41,062.43.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary insurance paid?
[CUSTOMER][NEUTRAL] Uh, charges after let's see, the remaining balance is $5,332.40.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold Miss [PII] while I look up this claim and I'll be right back.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], may I please get your fax number so I can send this EOB to you?
[CUSTOMER][NEUTRAL] Um, yes, my fax number is [PII].
[AGENT][POSITIVE] OK, I'm gonna put you on a quick hold again while I get this fax ready and as soon as I push send I'll come right back to you.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 62.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, um, and what was your name?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] OK, and do you have a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK alright well thanks a lot for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your week. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well thank you for calling ATL Ms. [PII]. You take care.
[CUSTOMER][POSITIVE] OK thanks you too bye.
[AGENT][NEUTRAL] Bye bye.