AccountId: 011433970860
ContactId: 91eaf496-6df6-4a2a-878c-65848db04df1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244130 ms
Total Talk Time (AGENT): 97870 ms
Total Talk Time (CUSTOMER): 92359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/91eaf496-6df6-4a2a-878c-65848db04df1_20250214T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check status of a claim, please. How are you today?
[AGENT][POSITIVE] Sure, I can take a claim for you, and I am doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you.
[AGENT][POSITIVE] Glad to hear it um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is um [PII]. I'm sorry, that's, it's not [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 02486627 ML 8.
[AGENT][NEUTRAL] Alright, thank you. And then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service was um [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] $295.
[AGENT][POSITIVE] OK, got it thank you one moment.
[AGENT][NEUTRAL] And this was for uh Holy Cross urgent care?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we did receive this claim [PII] looks like we are missing, uh, we're needing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, cause I'm showing on here that they stated that the claim was received, but um.
[CUSTOMER][NEUTRAL] The payment went to the patient?
[AGENT][NEUTRAL] Mm this is the only claim I have for this state of service so I don't see that any this is the only claim on file so we definitely did not make a payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, no payment made, no payment.
[CUSTOMER][NEUTRAL] Made. You have a, you have a claim number on that? No?
[AGENT][POSITIVE] Yes, absolutely. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 352-036-2.
[AGENT][NEUTRAL] And if you need it I could send you a copy of this EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will need a copy of the EOB and also um is there a fax number where I can um send this over to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Definitely, um, are you ready for it?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] To whom attention am I sending that to?
[AGENT][NEUTRAL] It would be a claims department.
[CUSTOMER][NEUTRAL] And if you can send that fax to, let me give you that. Let me give you a fax number.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I don't, the day seem like it's so long. Oh my God, I'm, I can't wait for it to be over with.
[AGENT][NEUTRAL] Uh, no, Friday, and it is dragging.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] I'm telling you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, OK, so the fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and this would go to your attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, alright, I will get that sent to you now. Uh, you should get it here in maybe 10-15 minutes depending on how busy your machine is. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, a reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you so much and have a great day and uh and a great weekend.
[AGENT][NEUTRAL] Of course, yes.
[AGENT][POSITIVE] You too [PII] thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye. Bye.