AccountId: 011433970860
ContactId: b74cf78f-a111-4861-8e3d-b57870507d66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2167629 ms
Total Talk Time (AGENT): 255705 ms
Total Talk Time (CUSTOMER): 339911 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b74cf78f-a111-4861-8e3d-b57870507d66_20250303T18:48_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], how are you doing? This is [PII]. Uh, um, we were talking last week for I think almost 2 days.
[AGENT][NEUTRAL] Yes, how are you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Good and you?
[AGENT][POSITIVE] I'm doing good. Um, so you still want to call so that we can get the documents, right?
[CUSTOMER][POSITIVE] Yes please, yes.
[AGENT][NEUTRAL] OK. Well, we sure can. And [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the policy number is uh um
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Is 02?
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] M as in mom.
[CUSTOMER][NEUTRAL] L as in Laing 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, [PII] and my mail address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So let me get, um, if you don't mind, I'm just gonna place you on a brief hold so I can get the documents up that we needed and I have the phone number still so I can give them a call, OK?
[CUSTOMER][POSITIVE] OK, OK, OK, no problem.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] They claims.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 417.
[CUSTOMER][NEUTRAL] Thank you for calling Memorial Health Care Systems Patient Financial Services Para continua espanoloravor precinco. If this is a life threatening emergency, please hang up and dial [PII].
[AGENT][POSITIVE] I'm here with you.
[CUSTOMER][NEUTRAL] To self-pay your bill via our automated phone system, please press 1. To speak with a physician billing representative, please press 2. If you have reached physician billing in error and would like hospital billing, please press 3.
[AGENT][NEUTRAL] No, I'm OK.
[CUSTOMER][NEUTRAL] In order for us to serve you better, please provide your date of birth by entering 2 digits for the month, 2 digits for the day, and 4 digits for the year.
[CUSTOMER][NEUTRAL] OK, I do it, right?
[CUSTOMER][NEUTRAL] All calls are recorded for quality assurance and training. Please hold for our next available agent.
[CUSTOMER][NEUTRAL] Your estimated wait time is greater than 15 minutes.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press one. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press one. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press one. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press one. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press [PII]. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press one. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling Memorial Physician Group. How may I help you?
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm calling from American Public Life. We have a mutual um insured. She's on the line as well. We're trying to process a claim for her and we're needing the um itemized bill or UBO4.
[AGENT][NEUTRAL] Um, and I just need some assistance.
[CUSTOMER][NEUTRAL] OK. Can I, can I have your callback number, [PII]?
[AGENT][NEUTRAL] Uh it's a call center, um, [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is the patient's account number or phone number associated with the account?
[AGENT][NEUTRAL] With our account is 208-824-1.
[CUSTOMER][NEUTRAL] Mm. No, no, no, I need the patient's either account number with us or her phone number associated with the account.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] What is the patient's name and date of birth?
[AGENT][NEUTRAL] [PII], um date of birth is [PII].
[CUSTOMER][NEUTRAL] And what's the data service that you're calling about?
[AGENT][NEUTRAL] Um, there's a few. Hold on one moment.
[AGENT][NEUTRAL] Let me do this.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hold on because there's 3 claims, hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So the first data service is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, there's also [PII].
[AGENT][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] Those two?
[AGENT][NEUTRAL] No, there's um more. There's 3 claims altogether. Hold on one second. I just gotta go through the screens.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the next data service is oh.
[AGENT][NEUTRAL] Let me see if they're all the same. Hold on one second, because that's the [PII] and [PII] also.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so just December, [PII] and [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, so the only one I have on my end is for.
[CUSTOMER][NEUTRAL] [PII]. I don't have [PII].
[AGENT][NEUTRAL] You don't have an itemized bill for that date?
[CUSTOMER][NEUTRAL] No, I don't have that date of service. Well, we can send the patient is an itemized statement for that date of service to her email address that we have on file. We have [PII].
[AGENT][NEUTRAL] OK, wait, wait, wait, wait.
[AGENT][NEUTRAL] She was in the, there's two separate facility charges. I mean, she was in the hospital. That's what we're needing the bill for for for [PII].
[CUSTOMER][NEUTRAL] So if, so if it's the hospital, I would have to transfer you to the hospital. This is the physician's billing, ma'am. This is not the hospital billing.
[AGENT][NEUTRAL] OK, that's fine. Um, this is just the number that was given. So yes, I'm trying to contact the hospital.
[CUSTOMER][NEUTRAL] OK, do you still want the itemized statement? Does she still want the itemized statement for the data service 1215, 24, 23 so we can request it?
[AGENT][NEUTRAL] Yeah, I mean, I don't want to say no, but this is for a hospital charge, so that the physician bill, we can, we can get it just to have it just in case, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna transfer you to the to the hospital billing hold on.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All calls are recorded for quality assurance and training. Please hold for our next available agent.
[CUSTOMER][NEUTRAL] Your estimated wait time is less than 15 minutes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press [PII]. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press one. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In order to serve you better, if you would like us to call you back without losing your place in line, please press one. Otherwise, you can continue to hold, and we will be with you momentarily.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you for calling Memor Patient Financial Service. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hey [PII]. My name is [PII]. I'm calling from American Public Life. We have a um mutual patient. She's on the line as well. I just need a UBO for um itemized bill for data to data service, and we're trying to process a claim for her, but the EOB wasn't uh received the itemized bill, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. What's the patient's last name?
[AGENT][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] First name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] With the [PII], sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, the [PII] OK, hold on a second.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what is the date of birth?
[AGENT][NEUTRAL] Um, hold on one second.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And can you verify the home address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK. And this is for, uh, which date of service you're calling about?
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII] and I only have the [PII].
[CUSTOMER][NEUTRAL] Yeah, he's [PII].
[CUSTOMER][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] And you said you need an itemized bill?
[AGENT][NEUTRAL] Yeah, if you all have the UBO4, we needed to have the ICD 10 procedure and all the charges.
[CUSTOMER][NEUTRAL] OK. Um, would you like it faxed?
[AGENT][NEUTRAL] Um, yes, please. You can fax it to us. Is that fine with you, Ms. [PII]?
[AGENT][NEUTRAL] Hello, Ms. [PII].
[AGENT][NEUTRAL] OK, what just happened? Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I think she disconnected.
[AGENT][NEUTRAL] Hold on, let me call her right back. Hold on one second, OK?
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why did she do that?
[AGENT][NEGATIVE] It won't let me get, it won't give me the option to transfer, I guess because you're the call I three-wayed all of us in, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, you can fax it to us. Do you need her permission? Is there, is there a way you can call her?
[CUSTOMER][NEUTRAL] No, we don't do outgoing calls. Um, I mean you guys are listed as um the insurance on file so I can fax it. What's the fax number?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK, perfect. Alright, so I'll go ahead and work on this and send it out. Is there anything else I can help you with?
[AGENT][POSITIVE] Um, no, that's it. Thank you so much. And what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] You're welcome. My name is [PII].
[AGENT][POSITIVE] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.
[AGENT][NEUTRAL] Alright, bye bye.