AccountId: 011433970860
ContactId: 8a422db9-4099-47d3-920c-e496e88d756c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214179 ms
Total Talk Time (AGENT): 69651 ms
Total Talk Time (CUSTOMER): 80358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/8a422db9-4099-47d3-920c-e496e88d756c_20250403T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I am calling with Southside Regional Medical Center to obtain claim status for a patient.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 046872.
[AGENT][NEUTRAL] OK, thank you. Let me just pull this up here, one moment.
[AGENT][NEUTRAL] And then if I could please have patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm sorry, can you have what?
[AGENT][NEUTRAL] The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I'm sorry. I was clearing my throat. I was coughing these allergies.
[AGENT][NEUTRAL] That's OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] No, I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was the date of service.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then what was the data service again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the build amount.
[CUSTOMER][NEUTRAL] $37,151.79.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for the state of service. claim was received on [PII]. The claim was denied. We need the explanation of benefits from the insured's primary.
[CUSTOMER][NEUTRAL] Maybe explanation.
[CUSTOMER][NEUTRAL] Explanation that is from primary insurance primary carrier.
[CUSTOMER][NEUTRAL] OK, and do you have a claim number?
[AGENT][NEUTRAL] Absolutely, that's 3573088.
[CUSTOMER][NEUTRAL] 3573088 and you said it was received on [PII], so nothing has been, so it's denied. Um, OK, we'll let the um has the patient been notified?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the patient would have been notified. It was processed on [PII], so they would have been notified.
[CUSTOMER][POSITIVE] OK, perfect. Process 137.
[CUSTOMER][NEUTRAL] Patient also notified. OK, great. OK. And lastly, may I have a reference number for this call today, please?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial than today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You have a wonderful day, OK?
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.