AccountId: 011433970860
ContactId: ad35ddc4-3e9c-4d0e-91d1-3107898eb386
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600880 ms
Total Talk Time (AGENT): 83749 ms
Total Talk Time (CUSTOMER): 85831 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ad35ddc4-3e9c-4d0e-91d1-3107898eb386_20250312T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] checking on a claim, please. Good timing.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEGATIVE] And I, I didn't get.
[CUSTOMER][POSITIVE] Hi. Sorry, I actually walked away to let the dog in, so a good timing.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] How can I help you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm checking on a secondary claim for one of our patients.
[AGENT][NEUTRAL] OK, I can help you with the claim can you please give me your call back number and the name of the facility you're calling from please?
[CUSTOMER][NEUTRAL] I have a direct line area code [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Washington University Department of Surgery.
[AGENT][NEUTRAL] Oh, OK, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] Her birthday is [PII].
[CUSTOMER][NEUTRAL] The policy number I show is 01.
[CUSTOMER][NEUTRAL] 897.
[CUSTOMER][NEUTRAL] 871.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what is the data service, please?
[CUSTOMER][NEUTRAL] [PII] for a bills amount of $290 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The remaining balance is $75.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I've got the claim pulled up for you.
[AGENT][NEUTRAL] The claim number is 357-028-8.
[AGENT][NEUTRAL] The claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] That's covered under your uh let's see, do we have an EOB that went out and do we know when?
[AGENT][POSITIVE] Uh yes ma'am, let me look for you.
[AGENT][NEUTRAL] The claim was processed on [PII] and EOB went out on [PII].
[CUSTOMER][NEUTRAL] And is there a possibility that you could fax me a copy of that?
[AGENT][NEUTRAL] Yes ma'am, what is your fax number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again while I get that fax ready for you, Ms. [PII], and I'll be right back.
[CUSTOMER][NEUTRAL] Thank you. 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.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Particular, uh, I can't to spell it right.
[CUSTOMER][NEGATIVE] You are on hold.