AccountId: 011433970860
ContactId: 5f287f91-366d-4e3e-b91b-ee1eca262c00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318559 ms
Total Talk Time (AGENT): 72412 ms
Total Talk Time (CUSTOMER): 61432 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/5f287f91-366d-4e3e-b91b-ee1eca262c00_20250103T15:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Hi, thanks for calling
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Garden Springs General regarding uh a patient's claim.
[AGENT][POSITIVE] OK, absolutely. I'd love to help you with the claim status today. And may I have your policy or the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, 02445422.
[AGENT][POSITIVE] Thank you so much. And is your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you, thank you. And
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] What is the date of service you're looking at for your claim?
[CUSTOMER][NEUTRAL] The data servers is [PII]. Um, I know that it was denied, however, we've never received an EOB. Um, we, we talked to you on the [PII] and uh EOB was supposed to be sent over, but it never was, um, and we need this sent over so we can, um, submit to our secondary insurance.
[AGENT][NEUTRAL] Oh yeah, you betcha.
[AGENT][NEUTRAL] Let me get that pulled up.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Sorry, it's all loading.
[CUSTOMER][NEUTRAL] Yeah, but hey.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] If you would like, I can email this to you that way it just like comes straight to you and you don't have to worry about it like going through a fax.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, perfect. Let me get that email pulled up.
[AGENT][POSITIVE] And what is a great email address I can send this to?
[CUSTOMER][NEUTRAL] A day
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Alright. A day and then [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Alright, I'm hitting send on that right now, so it should come through to you in just a second.
[CUSTOMER][NEUTRAL] OK, let me pull my email up.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] You know.
[AGENT][NEUTRAL] Any luck yet?
[CUSTOMER][NEUTRAL] Um, not yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have any
[AGENT][NEUTRAL] All right, I don't see it in my outbox anymore, so I'm hoping you should get it soon, if not.
[CUSTOMER][POSITIVE] Yep, just got it thank you so much.
[AGENT][POSITIVE] Heck yeah. My pleasure. Well, I'm glad I was able to get that for you and if there's anything else you need, just give us a call and we'll take care of you.
[CUSTOMER][POSITIVE] OK, thank you so much, bye.
[AGENT][POSITIVE] My pleasure. Bye bye.