AccountId: 011433970860
ContactId: 820080ea-0c19-40fc-a4a2-b01d182f8ae9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201059 ms
Total Talk Time (AGENT): 78313 ms
Total Talk Time (CUSTOMER): 59498 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/820080ea-0c19-40fc-a4a2-b01d182f8ae9_20250515T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Washington University in regards to a patient's claim.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02006184.
[AGENT][NEUTRAL] Thank you. And then if I can get patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] Thank you so much and then what's the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the bill amount?
[CUSTOMER][NEUTRAL] $380.
[AGENT][POSITIVE] Alright, thank you so much one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Thank you for your patience on that, [PII]. So looks like we did receive a claim for [PII] on the state of service. A claim was received on [PII]. It was denied. Office visits were not covered under the member's policy.
[AGENT][NEUTRAL] And then I do have a claim number if you need that.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Um, can you send me an EOB as well?
[AGENT][POSITIVE] Yeah, absolutely. Not a problem.
[CUSTOMER][NEUTRAL] OK, um, can you give me the claim number first if you don't mind?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, not a problem. So claim number is gonna be 357.
[AGENT][NEUTRAL] 3157.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, and then what's your fax number?
[CUSTOMER][NEUTRAL] Um, fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and should we put attention with your name on it?
[CUSTOMER][POSITIVE] Yeah, and I'm gonna spell my name for you.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's, it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so give it about 5 minutes and you should have that on your fax. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Uh, just a reference number please.
[AGENT][NEUTRAL] Not a problem. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] and then my last initial is gonna be [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect. Thank you so much for your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye.