AccountId: 011433970860
ContactId: 60e90fa7-7e4e-41c8-af23-a289891a535a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355339 ms
Total Talk Time (AGENT): 150615 ms
Total Talk Time (CUSTOMER): 117763 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/60e90fa7-7e4e-41c8-af23-a289891a535a_20250618T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII] calling on a recorded line from Emory University Hospital, and I was just calling to check the status of claims that were submitted for patients.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yes, I can check on claims for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then ID of that policy number?
[CUSTOMER][NEUTRAL] 02419253
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that uh and you did say that we were there were multiple claims are they all for the same number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, what was, are they for multiple days of service?
[CUSTOMER][NEUTRAL] The first day of service is [PII], and the second is [PII].
[AGENT][NEUTRAL] OK, so the policy number you gave me, I'm showing that terminated [PII]. So if you'll give me one moment, I'll see if he had a policy that was active during that time. Give me just.
[CUSTOMER][NEUTRAL] Let me give you a different number.
[AGENT][POSITIVE] I do believe I found it um.
[CUSTOMER][NEUTRAL] Uh, 2, yeah, I have a different number of, OK.
[AGENT][NEUTRAL] 247-4401
[CUSTOMER][POSITIVE] Yes, that's correct. I'm sorry.
[AGENT][NEUTRAL] OK, yes, that's it. Alrighty, give me, no, no, no, you're perfectly fine. Give me just a moment. Let's take a look here.
[AGENT][NEUTRAL] OK, um, what was the bill amount for the claim on uh [PII]?
[CUSTOMER][NEUTRAL] Um, $7,941.85.
[AGENT][NEUTRAL] OK thank you just one moment.
[AGENT][NEUTRAL] Uh this was uh Emory University Hospital.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we did receive this claim, um, we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Primary ELP.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need that claim number or anything?
[CUSTOMER][NEUTRAL] And would that be sent by mail or?
[AGENT][NEUTRAL] Oh sorry go ahead.
[CUSTOMER][NEUTRAL] Uh, yes, please. I'll take the claim number. I'll take the claim number.
[AGENT][NEUTRAL] OK, yes, that's uh 3593.
[AGENT][NEUTRAL] 328.
[CUSTOMER][NEUTRAL] 359332-8
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And you can send that. I do have a mailing address and a fax number I can give you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll take them both, thank you.
[AGENT][NEUTRAL] Sure, so that mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK and then let me know when you're ready I'll give you that fax number as well.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just check and see I think one of the other.
[CUSTOMER][NEUTRAL] Claims, let me check that one.
[CUSTOMER][NEUTRAL] OK, and I do have another claim from [PII], and I'm assuming it's the same situation.
[AGENT][NEUTRAL] I can go ahead and get that information though. uh, what was that building out please?
[CUSTOMER][NEUTRAL] $5220.70.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, yes, uh, this one is, uh, exact same, uh, we're missing a copy of that primary EOB. Did you want this claim number as well?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, that is 3593329.
[CUSTOMER][POSITIVE] 329. Got it. Alright, I thank you so much for your help with that, [PII], and are you able to provide me with a call reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial and today's date. Uh so my uh name is spelled [PII] last [PII] is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much and I hope you have a good day.
[AGENT][POSITIVE] Alright, of course, thanks for APL you too bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.