AccountId: 011433970860
ContactId: 794891b6-97f5-4849-9c68-ce1536d61783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148580 ms
Total Talk Time (AGENT): 55559 ms
Total Talk Time (CUSTOMER): 61223 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/794891b6-97f5-4849-9c68-ce1536d61783_20250130T16:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Lafayette Surgical Specialty Hospital. I was just calling to check status on a claim for one of our patients.
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, 01694190.
[AGENT][NEUTRAL] OK, thank you and [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can definitely take a look. What is that data service and build amount?
[CUSTOMER][NEUTRAL] It was 9 2024 you want the total charges?
[AGENT][POSITIVE] Yes ma'am, please.
[CUSTOMER][NEUTRAL] 75, 555 33.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it doesn't look like we have a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can I fax it over to you? Or do we have to do it electronic?
[AGENT][NEUTRAL] Yeah, let me give you
[AGENT][NEUTRAL] You can do it by fax, mail, or electronic.
[CUSTOMER][NEUTRAL] I'm, I'm gonna fax it since the age of the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready for that fax number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and you just need the the primary EOB UBO4.
[CUSTOMER][POSITIVE] That's good.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, and um what's your name?
[AGENT][NEUTRAL] It's [PII], and that's actually gonna be the call reference number, so it'd be [PII] with the first initial to my last name [PII] and today's date.
[CUSTOMER][POSITIVE] Oh perfect. OK well I'm gonna go fax it over thank you so much for your help.
[AGENT][POSITIVE] Yes ma'am, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] All right, bye bye.