AccountId: 011433970860
ContactId: 52dc24a0-44d1-49ae-ad48-11c4bcb20ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448619 ms
Total Talk Time (AGENT): 72480 ms
Total Talk Time (CUSTOMER): 83908 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/52dc24a0-44d1-49ae-ad48-11c4bcb20ed6_20250605T18:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to to check on a claim.
[AGENT][POSITIVE] OK, sure, I can assist you with things Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah, it is [PII].
[AGENT][NEUTRAL] Thank you. May I have a callback number just, I'm sorry, now, may I have a um the name of the facility for my notation.
[CUSTOMER][NEUTRAL] Uh, yeah, so the facility name is Aspire Stevens Point Hospital.
[AGENT][NEUTRAL] OK, may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah. So the policy number is uh it is uh 01009699.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is uh [PII] and the date of birth uh [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and what's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, yeah, so the date of service was uh [PII] and it is for $229 even. And under this, uh, for, for this claim, I do have a claim number. It is uh 3,454,330.
[CUSTOMER][NEUTRAL] I'm just looking for a copy of an EOB through fax.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] It is 715-847.
[CUSTOMER][NEUTRAL] 2125. And you can use the attention to.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So [PII]. Attention, [PII] and this is for claim number 3,454,330, right?
[CUSTOMER][POSITIVE] Yes, you're right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, you're right. And could you please spell your name?
[AGENT][NEUTRAL] My name is [PII] Ms. [PII], can you hold for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK. Uh, no, actually, what's the call for our call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today state if you will. Do you need the spelling of my name again or you got it?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sorry. OK. OK, sure. So.
[CUSTOMER][POSITIVE] OK thank you and you have a great day bye.
[AGENT][POSITIVE] You as well, Miss [PII], and thank you for calling APL. Bye bye.