AccountId: 011433970860
ContactId: b29c19d0-4141-462f-a5fd-f899f180b024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246279 ms
Total Talk Time (AGENT): 93639 ms
Total Talk Time (CUSTOMER): 69465 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/b29c19d0-4141-462f-a5fd-f899f180b024_20241230T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the Steadman clinic, and I am calling because we have an EOB we still have not received on a claim, and I just wanna follow up with you and see, I guess, if there's any way to have it resent.
[AGENT][NEUTRAL] OK, of course, [PII]. And before I get started, may I please have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][POSITIVE] Thank you so much. And what is the policy number please for the patient?
[CUSTOMER][NEUTRAL] That is 02337498 ML 8.
[AGENT][NEUTRAL] OK. And to repeat and confirm that I have that as 02337498 ML 8.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you very much for the information. I have it pulled up, and do you have that claim number if not the date of service and bill amount please.
[CUSTOMER][NEUTRAL] Um, I'm sure I have it noted in here somewhere, maybe not, um, data service is 924-24.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the bill charge is $3,818.
[AGENT][NEUTRAL] $18 OK. And let me just repeat that to confirm as well. I have that as [PII], total charges billed $3,818 even. OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Bear with me
[AGENT][NEUTRAL] And I can you excuse me, I'm so sorry, [PII], I'm so sorry, and you're calling in to retrieve the EOB for this data service. Give me one second here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I was able to look at that claim with the information provided. I do have a claim number for you. Um, I can fax it over to you and also to let you know, [PII], you're able to check claim status on a secure website at [PII]. I'd be more than happy to fax it over to you. May I please have your fax number?
[CUSTOMER][NEUTRAL] It is [PII]. Attention, [PII].
[AGENT][NEUTRAL] OK. And if you could spell your first name just to make sure I have it spelled correctly, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I did, thank you. And let me just confirm that fax number. I have that as [PII].
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK, I will get that faxed over to you. Is there anything else I can assist you with, please, [PII]?
[CUSTOMER][NEUTRAL] Um, I did not write down what you said your name was at the beginning of the call, and my brain doesn't keep that in there if I don't write it down, so I apologize.
[AGENT][POSITIVE] No problem, no problem. OK.
[AGENT][POSITIVE] No problem
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] If you can hear me if you could put your name and a call reference number on the fax, I will grab it from there. Thank you.