AccountId: 011433970860
ContactId: a023e422-0994-4190-8890-c75529e43276
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187789 ms
Total Talk Time (AGENT): 82371 ms
Total Talk Time (CUSTOMER): 62669 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/a023e422-0994-4190-8890-c75529e43276_20250303T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] I'm calling from Memorial Region Hospital to check claim status on a patient.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII] and it's direct.
[AGENT][NEUTRAL] OK, thank you. uh do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02253207 ML and number 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] there.
[CUSTOMER][NEUTRAL] Uh, her date of birth is [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information, [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII] and it's for $17,0013.
[AGENT][POSITIVE] OK, got it thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm sorry, you did say that was uh [PII], correct?
[CUSTOMER][NEUTRAL] Uh, it's [PII]:22 to [PII]:23.
[AGENT][NEUTRAL] 0 22, OK.
[CUSTOMER][NEUTRAL] Yeah, and I have a claim number if you want it.
[AGENT][NEUTRAL] I think I found it. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, give me just a moment.
[AGENT][NEUTRAL] OK, so it does look like there were a couple of items, um.
[AGENT][NEGATIVE] For this claim, I am showing that they had reached their maximum outpatient benefit so we were unable to pay a benefit.
[CUSTOMER][NEUTRAL] OK, reach maximum benefit. Uh, is there any way you could, uh, fax me that EOB?
[AGENT][POSITIVE] Of course, absolutely. What was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will go ahead and get that sent to you. Would I just put it to your attention, [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, alrighty, you should get that here in maybe 10-15 minutes. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Great. And
[CUSTOMER][NEUTRAL] Can I get a phone reference number?
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Yeah, I appreciate it. Have a great day. Bye bye.
[AGENT][POSITIVE] Of course, yeah, thanks for calling PL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.