AccountId: 011433970860
ContactId: 4f223aac-3f35-4231-a49b-578495e32eea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243380 ms
Total Talk Time (AGENT): 82748 ms
Total Talk Time (CUSTOMER): 97196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/4f223aac-3f35-4231-a49b-578495e32eea_20250110T16:35_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm calling from Christa Health. I'm trying to, uh, check status of a claim, uh, that we submitted to you on a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status [PII] in case this call is disconnected. May I have your callback number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is [PII]. That's correct.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 02283628.
[AGENT][NEUTRAL] Thank you, and that was 02283628?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] date of birth [PII].
[CUSTOMER][NEUTRAL] No, no, no, that's the effective date hold on.
[CUSTOMER][NEUTRAL] Wrong screen date of birth uh [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and build amount of the claim?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes, it was, uh, [PII]. The bill amount was $38,644.82.
[AGENT][NEUTRAL] Thank you. So that's for data service of [PII] for $38,644.82.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, sure we did receive that claim in.
[AGENT][NEGATIVE] Looks like that claim was received on [PII]. It was processed on [PII]. Nothing was paid on this claim because the max has already been met for this data service.
[AGENT][NEUTRAL] Would you like the claim number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] 352-446-0
[CUSTOMER][NEUTRAL] OK, so maximum benefits are were met for the year.
[AGENT][NEUTRAL] For that data service.
[CUSTOMER][NEUTRAL] Oh for the data service
[CUSTOMER][NEUTRAL] Expense
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it possible to get a copy of that EOB faxed over?
[AGENT][NEUTRAL] Yes, I can fax it over. What is your fax?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will get that faxed over to you, Desiree. Do I just need to make it to your attention?
[CUSTOMER][NEUTRAL] Uh, yes please, and was that.
[AGENT][NEUTRAL] And can I get the spelling of your name?
[CUSTOMER][NEUTRAL] But it's [PII]
[AGENT][NEUTRAL] OK, I'll get that faxed over to you.
[CUSTOMER][POSITIVE] I appreciate it. What's your name?
[AGENT][NEUTRAL] [PII] and that's spelled [PII] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yes [PII].
[CUSTOMER][NEUTRAL] Uh, reference number?
[AGENT][NEUTRAL] It be just my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you [PII] I'll look for your facts.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What did I give you my fax?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, the 2 210766-9291.
[CUSTOMER][POSITIVE] Yeah, I was thinking for some reason I gave you my phone number instead. I sometimes do that. OK, I'll look for your fax. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.