AccountId: 011433970860
ContactId: 6a4f25f7-894f-48b4-afb9-ef3265cbbe3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193220 ms
Total Talk Time (AGENT): 84251 ms
Total Talk Time (CUSTOMER): 67068 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/6a4f25f7-894f-48b4-afb9-ef3265cbbe3d_20250220T15:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I was trying to get someone so I can verify claim status for patient's claim.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that claim status. May I ask your name?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Mine is [PII], and you said your name was [PII]?
[AGENT][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] And [PII], you're welcome. What is a good call back number please?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK, my direct number is gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I have it as 02521722.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] I have the patient as [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that claim status. What is the date of service for [PII]?
[CUSTOMER][NEUTRAL] OK, the date of service is gonna be [PII].
[AGENT][NEUTRAL] And what is the billed amount please ma'am?
[CUSTOMER][NEUTRAL] $416.
[AGENT][NEUTRAL] What is the facility name?
[CUSTOMER][NEUTRAL] It is MUSC Physicians Medical University of South Carolina.
[AGENT][NEUTRAL] And I'm sorry, what did you say that building amount is?
[CUSTOMER][NEUTRAL] $416.
[AGENT][POSITIVE] 4:16 thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now I'm checking for that claim status for [PII] for that amount. I don't have a claim on file for $416.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it can be faxed directly to our claims department with the primary ELB if you would like to fax it.
[CUSTOMER][NEUTRAL] OK, what is that fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Alright, I'm just gonna repeat that fax number back that was [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will get that faxed over in just a few moments. I need to put attention claims or does it go directly to the claims department?
[AGENT][NEUTRAL] It actually comes directly to our claims department and again we will need that primary EOB with the claim as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I'll get all that sent over to you thank you.
[AGENT][POSITIVE] It's been my pleasure to assist you. Yeah, go ahead.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, is there a reference number for the call?
[AGENT][NEUTRAL] It would be my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's been such a pleasure to help you with that claim status, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh, you too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.