AccountId: 011433970860
ContactId: ae513c7a-07e5-44c4-991b-1f11c6a0adb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236500 ms
Total Talk Time (AGENT): 73678 ms
Total Talk Time (CUSTOMER): 84699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ae513c7a-07e5-44c4-991b-1f11c6a0adb3_20250619T19:13_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] from Blessing Hospital. I'm checking on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, um, [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 02138628
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] The year of service [PII]. The first uh charge amount is $946.62.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh, it looks like we received it on 3-12-2025. It was processed 318-2025.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, the maximum ER visit, uh, for the calendar year looks like had been met.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] Uh yes, claim number is 357-723-9.
[CUSTOMER][NEUTRAL] And is it possible also if I could get a copy of the via fax?
[AGENT][NEUTRAL] Uh yes. What's your effects?
[CUSTOMER][NEUTRAL] Thank you. Uh, fax number is [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over and and did you say you had a different date service as well?
[CUSTOMER][NEUTRAL] I, uh, same date of service, but the charge amount is $5,339.37.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh, that was received on 2 or [PII], process 3-18-2025.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, the same denial reason.
[CUSTOMER][NEUTRAL] Mhm, uh, may I also know the claim number for this?
[AGENT][NEUTRAL] Uh yes, that claim number is.
[AGENT][NEUTRAL] 357-723-4
[CUSTOMER][NEUTRAL] 234. And can I also get a copy of the EOB for this one?
[AGENT][POSITIVE] Yes, I'll send that one as well. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, that's all for today. May I have a call reference, please?
[AGENT][NEUTRAL] Uh, call reference is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for your assistance.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] You too. Bye-bye. Stay safe.
[AGENT][POSITIVE] Thanks. Bye bye.