AccountId: 011433970860
ContactId: 5286e779-2727-4c24-92cf-b4d9d690f86c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438049 ms
Total Talk Time (AGENT): 74481 ms
Total Talk Time (CUSTOMER): 82783 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5286e779-2727-4c24-92cf-b4d9d690f86c_20250320T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, hello. This is [PII] from provider office.
[AGENT][NEUTRAL] Yes ma'am, hi [PII].
[CUSTOMER][NEUTRAL] Yeah. Uh, actually, I'm looking for a claim, uh, status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Fax number?
[AGENT][NEUTRAL] Call back number if our call is disconnected.
[CUSTOMER][NEUTRAL] Are you asking for fax or fax number?
[AGENT][NEUTRAL] No, um, I'm asking for your call back phone number just in, no, I'm asking for your call back phone number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Are you asking?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII] and date of birth is [PII]. Policy number is 02433284.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and can you give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] It's [PII] and the total charge amount is $253.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, actually, I get all the information regarding the payment of the, uh, scary, but I am just looking for the EOB. Can you fax that for me?
[AGENT][NEUTRAL] Yes, ma'am. I'll be able to do that. Can you please give me the name of your facility?
[CUSTOMER][NEUTRAL] Yeah, it's worker Home Medical.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim and I will be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], can I please get your fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that EOB faxed over to you and I'll be right back.
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Hello, thank you for holding. I've got the fax on its way to you now.
[CUSTOMER][POSITIVE] OK, OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] How much time, yeah, how much time it will be taken to receive to me?
[AGENT][NEUTRAL] When are you expecting it?
[AGENT][NEUTRAL] Hello, it's, it's been sent it just needs some time to get to you.