AccountId: 011433970860
ContactId: 92b62b00-5646-43b1-b344-71203a46bf0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236960 ms
Total Talk Time (AGENT): 95492 ms
Total Talk Time (CUSTOMER): 89453 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/92b62b00-5646-43b1-b344-71203a46bf0d_20250203T18:02_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm sorry, I didn't get your, you said your name is [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Hi, so my name is [PII] calling from Bokorton Regional Hospital regarding a claim. And what is the first initial of your last?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the spelling of your name? I'm sorry.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is the claims department. Um, it's 02036914 ML8.
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII], and it's a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient is um [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Sure, the date of service.
[CUSTOMER][NEUTRAL] [PII] charge amount is 181, 194 13 and we're looking for the secondary payment of 4,66087.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] And for the future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Um, OK, looks like we received the claim but we did not receive the primary explanation of benefits attached to it, and we're gonna need a copy of that to proceed with the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we submitted all these claims with the EOBs because all the secondary claims goes with the EOB. You should see the information on the UBO4, the 46466087.
[AGENT][NEUTRAL] OK, let me see if I find the copy of the EOB, the primary EOB. Bear with me just a second, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, here's the claim.
[AGENT][NEUTRAL] And we only have one page which is the UVU4 we don't have the copy of the UB.
[CUSTOMER][NEUTRAL] OK, um, you said we can upload, uh, you have you said you have a portal?
[AGENT][NEUTRAL] We do have a portal and you can always fax or mail this information as well. Mhm.
[CUSTOMER][NEUTRAL] We're not able to upload it?
[AGENT][NEUTRAL] If you already registered, you can.
[CUSTOMER][NEUTRAL] No, no, I'm not registered. What is the fax number?
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK, [PII], and what is the claim number?
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] The claim number is 354-855-3.
[CUSTOMER][NEUTRAL] OK, 354-855-3 and the reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, alright, thank you so.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, bye.