AccountId: 011433970860
ContactId: 50d7694d-1672-45c1-b09d-309a0b294bc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227919 ms
Total Talk Time (AGENT): 84561 ms
Total Talk Time (CUSTOMER): 75887 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/50d7694d-1672-45c1-b09d-309a0b294bc3_20250414T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm doing great. My name is [PII]. I'm calling from Memorial Herman Hospital, and I'm calling to check status on the claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I just, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]. And are you spelling your name [PII]?
[AGENT][NEUTRAL] Uh, it's
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and then, uh, I just, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is going to be 02573163.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] for a total charge of $10,137.
[AGENT][POSITIVE] OK, got it, thank you one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim, uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, because we don't, we don't show she has any other insurance.
[AGENT][NEUTRAL] Oh, this is a secondary medical policy.
[CUSTOMER][NEUTRAL] OK, and what's the claim number?
[AGENT][NEUTRAL] That is, one moment, sorry, uh 35.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] 74068.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you're saying you're needing the primary OB?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] The primary EOB, yes.
[CUSTOMER][NEUTRAL] OK, and are you showing what who you have as a primary carrier or?
[AGENT][NEUTRAL] I do not, um, I can't see that unfortunately. This is just the primary, uh the, excuse me, this is their secondary medical policy.
[CUSTOMER][POSITIVE] OK, alright, well I'll give her a call um and we'll get this straightened out.
[AGENT][NEUTRAL] Sure, did you need uh uh claims address or a fax number or anything?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, you could give me the fax number, but if you could also give me a reference number.
[AGENT][NEUTRAL] Of course, OK, so fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then that reference number?
[CUSTOMER][NEUTRAL] And that's where we just fax it your be to, right?
[AGENT][NEUTRAL] Yes sir, uh, that's our claims department um reference number would just be my first name, last initial, and today's date, uh, so my last initial is [PII], and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, just promise me you have a great day and enjoy the rest of your evening.
[AGENT][POSITIVE] You too, sir. Thank you.
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][NEUTRAL] OK. Bye-bye.