AccountId: 011433970860
ContactId: 6982eba6-021f-46d6-bac5-a440af7e4c13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251029 ms
Total Talk Time (AGENT): 86877 ms
Total Talk Time (CUSTOMER): 58747 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6982eba6-021f-46d6-bac5-a440af7e4c13_20250506T12:37_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from private office, and I'm looking for.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with what you need, claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[CUSTOMER][NEUTRAL] With extension [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, policy number is 02144068.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Yeah, the service is [PII].
[CUSTOMER][NEUTRAL] And total charge amount is $3100 even.
[AGENT][NEUTRAL] Just one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you have a claim number?
[CUSTOMER][NEUTRAL] Sorry, I don't have initially it was not on file then we again send the claim to your fax number on [PII].
[AGENT][NEUTRAL] Are these for the hospital charges?
[AGENT][NEUTRAL] Who's the provider?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] SSM Health Endoscopy Center.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. Yes, sir. Thank you for your patience. Um, yes, we need the ELB from the primary insurance company.
[CUSTOMER][NEUTRAL] And did you guys receive the claim?
[AGENT][NEUTRAL] Yes, we received the claim, but we need the explanation of benefits from the primary insurance company. So therefore, the claim is denying.
[CUSTOMER][NEUTRAL] OK. So, when did you receive the claim?
[AGENT][NEUTRAL] We received the claim on.
[AGENT][NEUTRAL] We received the claim on [PII], and the claim processed on [PII], and I have the claim number here if you need that.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] The claim number is 3582467.
[CUSTOMER][NEUTRAL] OK, and you guys need priyo.
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] So we can send you on the same fax number, right?
[AGENT][POSITIVE] Yes, sir, you can.
[AGENT][NEUTRAL] Make sure that you attention it to the claims department.
[CUSTOMER][POSITIVE] OK. OK, thank you so much.
[CUSTOMER][NEUTRAL] Oh, OK. Thank you. Can you please provide me the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, I'm done. Thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.