AccountId: 011433970860
ContactId: 545740a1-a562-4b2c-90f5-4da99f4790bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248429 ms
Total Talk Time (AGENT): 93419 ms
Total Talk Time (CUSTOMER): 77869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/545740a1-a562-4b2c-90f5-4da99f4790bc_20250411T15:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I was trying to check on a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah my direct number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] It is KU Midwest Ampertory Surgical Center at Indian Creek.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, what, where is it? OK, it is 02300681.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, right, and um, may I have the date of service and the amount of the claim?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I got quiet there. It's [PII].
[CUSTOMER][NEUTRAL] And let me get back to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your your connection is going in and out real bad, but let me see here, the bill, the bill that's right, the build amount is $21,635.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] OK, thank you. All right, let me see if I can find this claim for you.
[AGENT][NEGATIVE] No probably need to restart my system. It's not the first call that says that.
[AGENT][NEUTRAL] Let's see, um, yeah.
[AGENT][NEUTRAL] Um, I don't see any claims for [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Check one more please.
[CUSTOMER][NEUTRAL] And we mailed this in, is there any way to fax this claim into you?
[AGENT][NEUTRAL] Yes, there, we do have a fax, um, I can give you the fax number we don't have that claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, the fax number is 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK and then do I need to put attention to anybody?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK, and then you just need the claim and the primary EOB correct?
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK, and can I get a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm