AccountId: 011433970860
ContactId: 9a9319f5-0f7d-4f69-b87b-9a60d5072072
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259260 ms
Total Talk Time (AGENT): 104384 ms
Total Talk Time (CUSTOMER): 147969 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/9a9319f5-0f7d-4f69-b87b-9a60d5072072_20250131T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Mercy Hospital Jefferson, and I need to get a claim. We submitted a claim and um you guys didn't receive it with Primary EOB. So I'm trying to find out all the methods that you accept claims. Am I able to fax a claim or does it have to be mailed?
[AGENT][POSITIVE] Well, I'll be happy to help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's area code [PII], and that's direct to me.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient so I can give you the correct information?
[CUSTOMER][NEUTRAL] Yeah, sure. He, um, his policy number is 021-917-44.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I'm sorry, what was that again?
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh, sure. It's [PII] and his date of birth was [PII]. Sorry, is.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Small difference in that little bitty word. Oh, no big difference.
[AGENT][POSITIVE] That's right. A big difference.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] It's all. Oh my goodness. Oh.
[AGENT][NEUTRAL] I'll never tell.
[AGENT][NEUTRAL] It'll be our secret.
[CUSTOMER][POSITIVE] OK good thank you.
[AGENT][NEUTRAL] Well, there are several ways you can submit that claim to us. You can fax it directly to our claims department with the primary EOB.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's probably the quickest. And our claims fax number is 877.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK, perfect. I think I'll go that route because that would be the fastest for me today. Let me just repeat that. I've got uh [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's correct, and it comes straight to our claims department. Do you want to verify the mailing address and pay your ID just so you have it in your records?
[CUSTOMER][NEUTRAL] Uh, yeah, I've got the mailing address. What I have is a [PII].
[AGENT][NEUTRAL] That is correct. That claim may be in [PII] right now, who knows.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][POSITIVE] You know, yeah, with the mail, you just never know, but that's correct.
[CUSTOMER][NEUTRAL] You never know. OK, well, I am gonna do it this way to make sure that you all have it. And then [PII], um, the first letter of my last name is [PII]. Can I ask your?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII] or lovely.
[CUSTOMER][POSITIVE] Perfect. Alright.
[AGENT][NEUTRAL] Are [PII].
[AGENT][NEUTRAL] And and also, um, let me just, [PII] if we do have a provider portal if you have an active account with us, you can also submit claims online.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can check claim status and have access to our EOBs. Now we would have to have your, have you submitted a claim on this patient prior to this one?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] You know, I, I don't, let me see, not prior to the one that we did before. I think it's only one claim that we tried, and yeah, we submitted it once we did, but um there was nothing on file and then my note says um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That it wasn't received. I'm not sure why that person didn't ask this information on that phone call, but hey.
[AGENT][POSITIVE] Yeah, but that's all right. We got it now, don't we?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We got it now, we got it now. OK, [PII], I think that is all I need. um, does your system generate call reference numbers for these calls?
[AGENT][NEUTRAL] It would be my name and today's date.
[CUSTOMER][POSITIVE] Perfect. I thank you so much for all the information and I hope you have a great day and a wonderful weekend.
[AGENT][POSITIVE] I hope you have a great day as well, [PII]. It's been such a pleasure to assist you. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] You too. Bye now.
[AGENT][NEUTRAL] Bye-bye.