AccountId: 011433970860
ContactId: 6ee9b9d1-0e06-4544-8de7-fde3397c3cbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263079 ms
Total Talk Time (AGENT): 107105 ms
Total Talk Time (CUSTOMER): 102019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6ee9b9d1-0e06-4544-8de7-fde3397c3cbc_20250129T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from the facility. Can you check the status of a claim?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct number.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm. That is
[CUSTOMER][NEUTRAL] 1, I'm sorry, 01989389.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total charge.
[CUSTOMER][NEUTRAL] We billed to Santera was $165,280.32.
[AGENT][NEUTRAL] I'm sorry, I heard 165. Was that the remaining balance?
[CUSTOMER][NEUTRAL] No, the total charges were 165,200.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I didn't hear the 1000 part, sorry.
[AGENT][NEUTRAL] OK, 165,200 how much? I'm sorry.
[CUSTOMER][NEUTRAL] That's, that's OK.
[CUSTOMER][NEUTRAL] 280.32
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got it. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry [PII], what was the name of the provider's office this was with?
[CUSTOMER][NEUTRAL] This is a facility V as in Victory C as in Charles U as in University VCU Health Systems.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got it. OK, thank you for that. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did find this claim, [PII]. uh, looks like we are missing a copy of the primary EOB and once we have that we'll be able to continue processing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. And what's the claim number?
[AGENT][NEUTRAL] Claim number is 3549559.
[CUSTOMER][NEUTRAL] And do we have a received date?
[AGENT][NEUTRAL] Uh, we received this claim [PII], and it was processed [PII].
[CUSTOMER][NEUTRAL] And the primary EOB can it be faxed to you all?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely. I've got that fax number whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And can we just fax the primary EOB alone or do you need any other additional information?
[AGENT][NEUTRAL] No ma'am, the primary EOB should be perfectly fine. uh, if you want to just reference this claim number just might make it a bit easier, um, but we have everything else additional that's all it's asking for.
[CUSTOMER][NEUTRAL] OK, and then just put it to attention claim.
[AGENT][NEUTRAL] Right, claims department.
[CUSTOMER][NEUTRAL] OK, claims department.
[CUSTOMER][NEUTRAL] OK, and then can I get you to spell your name for me and give me a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, the reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No that's all [PII] thank you appreciate it have a good one.
[AGENT][POSITIVE] All right, yeah, thanks for giving us a call. You too. Bye bye.
[CUSTOMER][NEUTRAL] Uh.