AccountId: 011433970860
ContactId: 684a1d4b-81c2-45c3-8a68-a91b0f2e3573
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335920 ms
Total Talk Time (AGENT): 105195 ms
Total Talk Time (CUSTOMER): 91603 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/684a1d4b-81c2-45c3-8a68-a91b0f2e3573_20250613T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from my last initial, and I'm calling on a recorded line from Notion Health on behalf of SSM Health Saint Joseph Hospital. I'm sorry, the line cut out. What was your first name?
[AGENT][NEUTRAL] It's all right, it's [PII]
[AGENT][NEUTRAL] And what can we help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check the status of a claim that we submitted.
[AGENT][NEUTRAL] Sure I could check on that claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01828937.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then uh that bill out please.
[CUSTOMER][NEUTRAL] $872.80.
[AGENT][NEUTRAL] OK, and then, uh, [PII] do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, I appreciate that thank you one moment.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][NEUTRAL] OK, let's see, I have one here for from this facility for the state of service, uh, for $122. Do you know if that was the amount after major medical paid?
[CUSTOMER][NEUTRAL] Um, let me confirm that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, it looks like it might be the, the amount.
[AGENT][NEUTRAL] OK, I can pull up what was submitted to us to make sure, give me just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, yes, I do see that original amount, uh, so we received that billed amount of $122 so that all those payable benefits went towards this member's deductible.
[AGENT][NEUTRAL] And if you'd like, [PII], I can send you a copy of this EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, if you could fax that to me, that would be great, um, but first I need to get a little bit of information from you, if you don't mind.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Of course, sure.
[CUSTOMER][NEUTRAL] Um, I need the claim number, the date it was received on, and the day it was processed on.
[AGENT][NEUTRAL] Absolutely. OK, I've got that claim number that is 36.
[AGENT][NEUTRAL] 01
[AGENT][NEUTRAL] 762.
[AGENT][NEUTRAL] And his claim was received [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And was processed on [PII].
[CUSTOMER][NEUTRAL] All right. And the total amount of $122 went to the patient's deductible?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, how long will it take me to get that, um,
[AGENT][NEUTRAL] Um, I'd say within about 10 minutes or so.
[CUSTOMER][NEUTRAL] Copy of that EOB.
[CUSTOMER][NEUTRAL] All right. Let me give you my fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It is 561.
[CUSTOMER][NEUTRAL] 408
[CUSTOMER][NEUTRAL] 882 4.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Alrighty I will go ahead and get that sent now. uh, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, nope.
[AGENT][POSITIVE] Alright, well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right. Thank you. You too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.