AccountId: 011433970860
ContactId: a6f52605-4821-4f7c-92a8-94ae87620b4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177429 ms
Total Talk Time (AGENT): 69172 ms
Total Talk Time (CUSTOMER): 59136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a6f52605-4821-4f7c-92a8-94ae87620b4e_20250519T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from MUSC position regarding claim, please?
[AGENT][NEUTRAL] OK, I'm happy to check on a claim, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 025.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 699
[AGENT][NEUTRAL] All right, let me pull that up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII], so it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, and then what's the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] For the amount of $277.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] All right, [PII], thank you for your patience on that. So it looks like we did, we did receive a claim uh on [PII]. The claim was denied needing the explanation of benefits from their primary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a fax number we can?
[AGENT][POSITIVE] Mhm, yeah, absolutely. I can give that to you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A fax number is going to be [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 5423 and that attention to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, tension claims.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK, so the ELB didn't come over?
[AGENT][NEUTRAL] Uh, not from the
[CUSTOMER][NEUTRAL] It didn't attach over?
[AGENT][NEUTRAL] No, not from the primary, it looks like. Mm mm.
[CUSTOMER][NEUTRAL] OK then, OK, I'll go ahead and fax that. Is there a reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial and today's date. My name again is [PII]. My last initial is going to be [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, sir. I appreciate it.
[AGENT][POSITIVE] No, you're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.