AccountId: 011433970860
ContactId: 51ad99e4-2680-4464-b40a-4400850e9781
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406359 ms
Total Talk Time (AGENT): 155987 ms
Total Talk Time (CUSTOMER): 125637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/51ad99e4-2680-4464-b40a-4400850e9781_20250423T12:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] calling on a recorded line from Emory University Hospital. How are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing well thank you. I've got a few dates of service for one patient that we've billed. I just need to see if you have the claims on file.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Policy number is 2474401.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have the dates of service and the total bill for the claims?
[CUSTOMER][NEUTRAL] The first date of service is [PII], and the billed amount was 7,94185.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, you just want all of them at one time?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] OK, let me get the next one pulled up. I just can't have multiple accounts open.
[AGENT][NEUTRAL] So for [PII], there's no claims on file for that data service for Wissler.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK, let me get the next one pulled up.
[AGENT][NEUTRAL] Actually, hold on, we can do it like.
[AGENT][NEUTRAL] Because we only have 3 claims, so it might be easier for me to just tell you what dates of service I have here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would that be easier for you? Or you wanna go through?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Let's see. So,
[AGENT][NEUTRAL] Now you said Emory University, um,
[CUSTOMER][NEUTRAL] I've, yeah, I've got one for Emory University and then the other two are for Emory Decatur.
[AGENT][NEUTRAL] OK, so then.
[AGENT][NEUTRAL] There's so the two that we did process are from John's Creek and it's [PII], but there is something that came in on the [PII]. Let me see if I can access these to see.
[AGENT][NEUTRAL] What this is. Hold on one second, because that's the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the last thing received and the only claim processing.
[AGENT][NEUTRAL] So I'm just waiting for it to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] We've tried faxing them and we also rebuild them.
[CUSTOMER][NEUTRAL] Electronically, so I don't know what the deal is.
[AGENT][NEUTRAL] What's the fax number y'all have?
[CUSTOMER][NEUTRAL] Let me pull up a copy of the cover sheet. Give me just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see what this is this is.
[AGENT][NEUTRAL] OK, this is from um
[AGENT][NEUTRAL] This is from [PII]. Hold on one second.
[CUSTOMER][NEUTRAL] OK, that would be Emory University Hospital, at least it should be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, hold on one second.
[AGENT][NEUTRAL] It's coming up.
[AGENT][NEUTRAL] OK, so this one is for data service. OK, this is yours, [PII].
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] This total though is $668 but it is uh Emory University at [PII].
[AGENT][NEUTRAL] Was that one of your total bills?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] That might be the balance after the primary um let me look.
[CUSTOMER][NEUTRAL] No, that wouldn't be right because the balance after the primary is 1,346. I'm just looking for the fax number that we sent everything to.
[AGENT][NEUTRAL] OK. Um, yeah, this is the only one from
[AGENT][NEUTRAL] Yeah, the other two are [PII]'s Creek. I just want to make sure.
[CUSTOMER][NEUTRAL] I will, I, I can't find it at the moment. I'll re fax it. um, what's your fax number again?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you need the um payer ID and the mail?
[CUSTOMER][NEUTRAL] OK, 877.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um, I, I can't direct it to a particular payer ID the way it is in the system. I can edit the address, but, um, I've got the fax number is [PII].
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and what's the mailing address?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and what's the timely filing limit for his plan?
[AGENT][NEUTRAL] Um, there's no timely filing limit for our policies. As long as the policy is active on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, that's good. Alright, I will go ahead and get these resent. Do you have a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. So that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII]. I hope you have a good day.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Have a great day.
[AGENT][POSITIVE] All right, well, thanks for calling APL you also. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.