AccountId: 011433970860
ContactId: 5ee1b43c-c4d7-43b3-8051-6af95eb23d95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243210 ms
Total Talk Time (AGENT): 83598 ms
Total Talk Time (CUSTOMER): 60270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5ee1b43c-c4d7-43b3-8051-6af95eb23d95_20250115T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling with Jackson Purchase Medical Center following up on a claim, please.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Direct line [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 02389361 ML 7
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thanks for verifying that [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the uh build out please.
[CUSTOMER][NEUTRAL] $1,394.13.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment. I'm sorry, what did you say the name of the provider's office was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Jackson Purchase Medical Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, looks like we did receive the claim, but we're missing a copy of the EOB from primary insurance.
[CUSTOMER][NEUTRAL] OK, what is that claim number and receive date?
[AGENT][NEUTRAL] Yes, give me just a moment.
[AGENT][NEUTRAL] Claim number is 3471.
[AGENT][NEUTRAL] 267.
[AGENT][NEUTRAL] And this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I can put my hands on the primary EOP just a second.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEGATIVE] Primary did not pay.
[CUSTOMER][NEUTRAL] OK, let me see if I can put my hands on the primary EOB if I can, can I fax that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Absolutely, let me know when you're ready for that fax number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 877-3659423.
[CUSTOMER][NEUTRAL] Attention claims I'm assuming?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][POSITIVE] Perfect and do you have a call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled K A R A. Last initial is [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.