AccountId: 011433970860
ContactId: 589b0550-d5c2-43ca-a073-5cea2c8babca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252360 ms
Total Talk Time (AGENT): 88250 ms
Total Talk Time (CUSTOMER): 89720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/589b0550-d5c2-43ca-a073-5cea2c8babca_20250129T14:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of Nicholas Children's Hospital to check a couple claim statuses.
[AGENT][NEUTRAL] OK, I can assist you, [PII], the policy number?
[CUSTOMER][NEUTRAL] Uh, the first one is.
[CUSTOMER][NEUTRAL] Let's pull it up here, uh 0196.
[CUSTOMER][NEUTRAL] 7181 M as in Mike, L as in Lima, and 8.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the first name is spelled [PII] Last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And we're checking eligible well you said claim status, OK, um, I show the policy effective date is [PII] currently active and what's the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII] and the bill amount is $7570.55.
[AGENT][NEUTRAL] OK. So you said that you had 2 claims, is it for 2 different patients?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the procedure code on the claimer codes? Is it a facility charge?
[CUSTOMER][NEUTRAL] Um, yes, I think so. Let me see.
[AGENT][NEUTRAL] OK, I see it. We're needing a copy of the major medical explanation of benefits. What's the name of the facility?
[CUSTOMER][NEUTRAL] Nicholas Children's Hospital.
[AGENT][NEUTRAL] OK, yeah, this is processed on the [PII], and we need the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that can be faxed over, correct?
[AGENT][NEUTRAL] It can.
[CUSTOMER][NEUTRAL] OK, can you just make, um, give me the fax number please?
[AGENT][NEUTRAL] Uh, it's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then I think that's it on that one and I'll get that sent over to you all.
[AGENT][POSITIVE] Mhm. I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, um, the next one is 0143.
[CUSTOMER][NEUTRAL] 5605 M as in Mike L as in Lima 8
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and the data service in charge.
[CUSTOMER][NEUTRAL] Uh, [PII] and it's $7,589.92.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're needing a copy of the primary EOB for this one as well, um, the claim number is 354.
[AGENT][NEUTRAL] 8785.
[AGENT][NEUTRAL] And this claim was processed.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Alright, and I'll get that sent over, um, no, just a reference number please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] All right, and I thank you for your help today.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.