AccountId: 011433970860
ContactId: 6811506f-6d3f-445a-8b4d-e473ad7a1bf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285959 ms
Total Talk Time (AGENT): 60019 ms
Total Talk Time (CUSTOMER): 99456 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/6811506f-6d3f-445a-8b4d-e473ad7a1bf6_20250501T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Recovery Hospital to check on a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. I missed your name. What was that?
[CUSTOMER][NEUTRAL] A one sorry I couldn't get your name.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is 02377560, you want me to repeat that?
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] The date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service it is uh [PII], and the bill amount is $35,293.63.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, it looks like we received that claim on.
[AGENT][NEUTRAL] 7 23 24.
[AGENT][NEUTRAL] That was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 729 24, OK.
[AGENT][NEUTRAL] Um, outpatient
[CUSTOMER][NEUTRAL] Is it paid or denied?
[AGENT][NEUTRAL] It was denied outpatient services are not covered under the policy.
[CUSTOMER][NEUTRAL] Our patient services are not covered?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Not covered under the policy, OK.
[CUSTOMER][NEUTRAL] Can I have the claim number please?
[AGENT][NEUTRAL] It's 3,485,610.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] 34857
[AGENT][NEUTRAL] 3,485,610.
[CUSTOMER][NEUTRAL] Is that it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you just hold the line for a moment? I'll just verify if this claim is outpatient or impatient just by checking the name, just 2 minutes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, this is only for inpatient coverage?
[AGENT][NEUTRAL] Are you asking if the policies for inpatient coverage? Yes, it's an inpatient coverage.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Only for inpatient, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it. And I still didn't receive any EOB. Could you please fax it to me?
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] Fax is 201.
[CUSTOMER][NEUTRAL] 627-367-0 attention to [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yeah, attention to error.
[CUSTOMER][NEUTRAL] When can I expect that?
[AGENT][NEUTRAL] Uh, it should just take about 5 minutes. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] That's it. And can I have the caller reference number please?
[AGENT][NEUTRAL] That's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Thank you have a nice day bye bye.
[AGENT][POSITIVE] OK, thanks for calling APLU as well. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.