AccountId: 011433970860
ContactId: 4882eeb4-fedd-465b-a4be-334ba4f1fdbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133839 ms
Total Talk Time (AGENT): 56190 ms
Total Talk Time (CUSTOMER): 45378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4882eeb4-fedd-465b-a4be-334ba4f1fdbb_20250423T13:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, good morning. My name is [PII]. I'm calling from Nicola Children's Hospital following up on a claim status.
[AGENT][NEUTRAL] [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] 02123355 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] OK, thank you very much for that information and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and you're calling for a follow up on a claim status. I can assist you with that. Give me one moment please, [PII].
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][NEUTRAL] Thank you and may I have that date of service and a total charge amount?
[CUSTOMER][NEUTRAL] Uh, this was for [PII] for $1,568.28.
[AGENT][POSITIVE] That's OK, thank you.
[AGENT][NEUTRAL] 28
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It shows that we were requesting it was submitted a couple of times and we were requesting the explanation of benefits from the primary. Uh, the third time that we received it was denied a duplicate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5, so what we need is the explanation of benefits from the primary for this member for that date of service.
[CUSTOMER][NEUTRAL] OK, perfect. OK, will do. Can I get a reference number for this call, please?
[AGENT][NEUTRAL] Of course, uh, we actually, we don't use reference numbers, but you can use my name in today's state. Uh, would you need our mailing address, fax number, payer ID information?
[AGENT][NEUTRAL] Is that work?
[CUSTOMER][POSITIVE] No, I have all that. Thank you. I have all that. Thank you so much. You have a wonderful rest of your day.
[AGENT][POSITIVE] You too. You too, [PII]. Thanks for calling EPL. Take care bye.
[CUSTOMER][NEUTRAL] Bye bye.