AccountId: 011433970860
ContactId: 65df595e-b5c7-43f4-abdf-428de101d0ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228759 ms
Total Talk Time (AGENT): 87867 ms
Total Talk Time (CUSTOMER): 63185 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/65df595e-b5c7-43f4-abdf-428de101d0ef_20250617T12:31_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from East Georgia Regional Medical Center. I'm calling to check claim status on the patient.
[AGENT][POSITIVE] All right, I'm happy to check on a claim today. Do we have the policy number?
[CUSTOMER][NEUTRAL] Patient's policy number I have is going to be 02541657.
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] Excuse me, data service is [PII].
[CUSTOMER][NEUTRAL] Billed amount is $1,797.50.
[AGENT][POSITIVE] Alright thank you let me take a look here.
[AGENT][NEUTRAL] OK, so it looks like we did get a claim for this on [PII].
[AGENT][NEUTRAL] Uh, the claim was denied [PII]. We need a detailed explanation of benefits from their primary.
[AGENT][NEUTRAL] Uh, looks like what we got.
[CUSTOMER][NEUTRAL] So it denied on [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, for a detail.
[AGENT][NEUTRAL] Explanation of benefits. Mhm.
[CUSTOMER][NEUTRAL] ELB.
[CUSTOMER][NEUTRAL] OK, so that's not what you guys received?
[AGENT][NEUTRAL] Yeah, it looks like what we received does not show the amounts applied towards deductible, co-pay or co-insurance, and we need that.
[CUSTOMER][NEUTRAL] OK, give me just one second here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, and where do that need to be submitted to?
[AGENT][NEUTRAL] I can give you the fax or the mailing address or payer ID whatever works best.
[CUSTOMER][NEUTRAL] I'll take the fax number.
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII] and mark attention claims.
[CUSTOMER][NEUTRAL] OK, and can I get the claim number?
[AGENT][NEUTRAL] Absolutely. That's gonna be 359-3575.
[CUSTOMER][NEUTRAL] OK. Is there a reference number for our call?
[AGENT][NEUTRAL] Yeah, call references my name with today's date. My name again is [PII], that's [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you so much, sir. You have a wonderful blessed day. Stay safe and a happy week.
[AGENT][POSITIVE] You too take care bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.