AccountId: 011433970860
ContactId: 97aadc82-35de-448e-b928-7ffb27b377a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249910 ms
Total Talk Time (AGENT): 89647 ms
Total Talk Time (CUSTOMER): 102796 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/97aadc82-35de-448e-b928-7ffb27b377a5_20250613T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Upton Regional Medical Center. Um, I had called earlier about, um, a claim, and I forgot to get some more information on it, and I have the social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII] from Upton Regional Medical Center.
[AGENT][NEUTRAL] OK, give me one moment, Miss. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] You say you have the um social, but you don't have the policy number?
[CUSTOMER][NEUTRAL] I do, but when I gave it to her earlier, it didn't show up, so she asked for the, but I could try it again just to make sure.
[CUSTOMER][NEUTRAL] Um, the one that's on here is D [PII].
[AGENT][NEUTRAL] Yeah, it's not one of our policy numbers, but um, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and what state is he from?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I found them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You say you had a question about claim status for this patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, they needed the, um, denial date and to see if y'all would mind sending the denial to our fax.
[AGENT][NEUTRAL] OK, and what that was, uh, words, what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Um, date of service was [PII]. Charge was $1,415.
[AGENT][NEUTRAL] $1,014.
[CUSTOMER][NEUTRAL] Um, 1415.
[AGENT][NEUTRAL] 1415. OK, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, and what is your um fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and verify [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments. Uh, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what was the denial date and are we able to resend the claim by fax back to y'all?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, so the claim was.
[AGENT][NEUTRAL] Receive [PII] process on [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Price is.
[AGENT][NEUTRAL] And it looks like we received it a 2nd time and it was processed as a duplicate.
[CUSTOMER][NEUTRAL] Process and.
[CUSTOMER][NEUTRAL] Received the 2nd time.
[CUSTOMER][NEUTRAL] OK, and it was a duplicate.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and we're able to resend the claim back to y'all through fax, right?
[AGENT][NEUTRAL] Uh, you can, yes, ma'am. Our fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII] OK alrighty well that was all thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.