AccountId: 011433970860
ContactId: acba76dd-3e72-4705-b67b-183b795c4d43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269440 ms
Total Talk Time (AGENT): 84576 ms
Total Talk Time (CUSTOMER): 158018 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/acba76dd-3e72-4705-b67b-183b795c4d43_20250109T21:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from Prisma Health. Um, I had called previously about a claim. I got the information I needed. Um, I was just waiting on an EOB that I was gonna receive and I didn't end up receiving it, so I was just calling back to follow up.
[AGENT][POSITIVE] OK, I'm sorry about that. I'll be more than happy to send you the um explanation of benefits. And [PII], may I have a good
[CUSTOMER][NEUTRAL] That happens.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] Good contact number just in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And that's correct.
[CUSTOMER][NEUTRAL] And the policy number is 02137692. The patient is um [PII].
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And then um what, do you have the claim number?
[CUSTOMER][NEUTRAL] Littles.
[CUSTOMER][NEUTRAL] Mhm I do. It's 353-602-3. It denied because office visits aren't covered. I just have to have the EOB to post it, that's all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] 623. And what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII] and if you can just attention [PII], then I'll go in and pull it.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for it to come up here.
[CUSTOMER][NEUTRAL] Mhm. Oh, I don't know that this stuff is perfect. I, I don't know why people get so mad like anybody did it on purpose, you know, but really, like, why, why would we?
[AGENT][NEUTRAL] Oh my lord.
[AGENT][NEUTRAL] I just got off a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she faxed over something on the [PII] and she had her confirmation and the time and I'm like, OK, well, I'll search, and she's like, well, it said y'all got it. No, it said it was sent.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] But of course, I couldn't say that. I'm just like, OK.
[CUSTOMER][NEGATIVE] No, you can't, you can't. You really can't, you want to, you can't. That's when you're like, uh-huh, OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm faxing it over to you now. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, awesome thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Well, and also who's to say, you know, it's one of those secure internal faxes that are used by a lot of us and who's to say someone didn't accidentally get, you know, stuff happens.
[AGENT][NEUTRAL] Stuff happens.
[CUSTOMER][NEUTRAL] But mhm.
[AGENT][NEUTRAL] Alright, so I just sent that over to you. Did you want to see if you get it while we're on the phone?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] That's kind of a weird situation. Let's go ahead.
[CUSTOMER][NEUTRAL] We have a shared internal folder, you know how much um that is.
[AGENT][NEUTRAL] And it was 864522-9595?
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][POSITIVE] Yes, I'm getting ready to go into the shared folder now.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] I'll probably take a little bit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I don't stress. If it doesn't come through today, I'll call back. No stress.
[AGENT][NEUTRAL] You sure?
[CUSTOMER][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm telling you, not everybody, like, why can't people just be normal? Uh, it's really not that hard. It's, it's, it's truly.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Give each other some grace. There's enough going on.
[CUSTOMER][NEUTRAL] Well, wait, no, none of us want to be doing this. We want to be sitting on the throne with a crown somewhere, so let's be honest.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] No problem my dear. If it doesn't come through for some reason, I'll give him a call tomorrow, but otherwise, thank you and you have a good afternoon.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thank you for calling APL. I hope you have a great afternoon also and happy New Year.
[CUSTOMER][POSITIVE] Thanks. Happy New Year. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.