AccountId: 011433970860
ContactId: 9d1df866-fcbc-4f45-816d-8d3d7aa5ee12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503559 ms
Total Talk Time (AGENT): 94175 ms
Total Talk Time (CUSTOMER): 55175 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9d1df866-fcbc-4f45-816d-8d3d7aa5ee12_20250603T19:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what was your name? I cut out, the phone cut out.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Hi how are you today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] Good, I got one claim here I need status on.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, and may I have your name?
[CUSTOMER][NEUTRAL] It's [PII] with the University of Iowa Hospitals and clinics.
[AGENT][NEUTRAL] OK, thank you and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yep, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yep, policy is 01849095.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Maybe be a minute. I'm waiting on the system.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] You may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yep, it is.
[CUSTOMER][NEUTRAL] Data service is.
[CUSTOMER][NEUTRAL] 123 2025 for 524.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me put this ERP.
[AGENT][NEUTRAL] I just need to let you know that for the future you can check claim status online through our website at [PII] and that's just.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Um, looks like we process the claim on [PII].
[AGENT][NEUTRAL] And the claim was denied. Let me get the deny reason.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The denial reason is outpatient benefits for the calendar year has been met.
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] It is 357-529-9.
[CUSTOMER][NEUTRAL] OK, it looks like we never got that EOB.
[AGENT][NEUTRAL] Uh, do you want me to fax it over to you?
[CUSTOMER][POSITIVE] That'd be wonderful.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] 319
[CUSTOMER][NEUTRAL] 356
[CUSTOMER][NEUTRAL] 8704.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you right now while I got you on the line?
[CUSTOMER][POSITIVE] No, you're fine. I appreciate it.
[AGENT][POSITIVE] OK, thank you. You're welcome. One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No that is it thank you very much have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye bye.