AccountId: 011433970860
ContactId: 9bc50c81-058a-47d5-955d-565aef918151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249979 ms
Total Talk Time (AGENT): 69516 ms
Total Talk Time (CUSTOMER): 79042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9bc50c81-058a-47d5-955d-565aef918151_20250623T20:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from South Regional Healthcare. I just wanted to check up on the claim status.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 021-37700.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] And you said your name was?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The date of service is for [PII] with a billed amount of $1,678.16.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] Yes, that was for $224.69.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Uh, let's see, I'm showing the claim process is needing a detailed EOB.
[CUSTOMER][NEUTRAL] And when was this received and processed?
[AGENT][NEUTRAL] This was received on, give me a moment.
[AGENT][NEUTRAL] Uh, received on [PII], processed on [PII].
[CUSTOMER][NEUTRAL] And what's the claim number?
[AGENT][NEUTRAL] 356-055-6
[CUSTOMER][NEUTRAL] 356-055-6
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And is there a fax number that we could submit the primary AOB on?
[AGENT][NEUTRAL] Sure. Our fax number is [PII].
[CUSTOMER][NEUTRAL] Just to confirm it's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And any attention to?
[AGENT][NEUTRAL] Uh, just claims department.
[CUSTOMER][NEUTRAL] And one last thing, is there any time defining limit to submit the OB?
[AGENT][NEGATIVE] Uh, no, there's no timely filing.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII]. Well, lastly, can you help me with the call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Can I also get the your last name please?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Well, can I also get the initial to your last name please?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] Thank you so much. Well then that is it from my side.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm bye.