AccountId: 011433970860
ContactId: bb74eb86-66bb-4fb8-b64f-fa584bde6ea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290470 ms
Total Talk Time (AGENT): 116892 ms
Total Talk Time (CUSTOMER): 90001 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/bb74eb86-66bb-4fb8-b64f-fa584bde6ea7_20250206T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APS.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, good morning. Thank you for calling APL. My name is [PII].
[CUSTOMER][POSITIVE] Hi, good morning.
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] and I'm calling from Wagner Community Hospital provider office. Uh, I am looking for a denied claim detail.
[AGENT][POSITIVE] It would be my pleasure to assist you. Can you spell your name for documentation purposes, please?
[CUSTOMER][NEUTRAL] It is A alpha, Bravo, H Hotel, [PII].
[AGENT][POSITIVE] Thank you, [PII]. What is a good
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] And I be, what is a good callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, I'll be. Do you have that claim number available? It would be my pleasure to assist you with that claim denial information.
[CUSTOMER][NEUTRAL] OK. Claim number is 355.
[CUSTOMER][NEUTRAL] 6969.
[AGENT][NEUTRAL] Thank you. I'll be in the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And do you mind verifying the
[AGENT][NEUTRAL] Uh, date of birth and bill amount?
[CUSTOMER][NEUTRAL] Date of birth is already told.
[AGENT][NEUTRAL] I'm sorry, the data service. I apologize.
[CUSTOMER][NEUTRAL] It is uh December
[CUSTOMER][NEUTRAL] OK. Date of date of service is uh [PII].
[CUSTOMER][NEUTRAL] And total charges for $105 even.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I be, I'm showing that that claim is pending for eligibility.
[AGENT][NEUTRAL] We have contacted their employer um to verify eligibility for data service 12-1824. Once that is received.
[AGENT][NEUTRAL] We'll continue to process another claim.
[AGENT][NEUTRAL] And that was sent on [PII], and we're still waiting for that eligibility confirmation.
[CUSTOMER][NEUTRAL] Uh, can you please repeat again? The claim is pending for eligibility.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And we sent a.
[AGENT][NEUTRAL] Uh, we have sent that eligibility information on the [PII].
[AGENT][NEUTRAL] And once it's received, we'll continue to process another claim.
[CUSTOMER][NEUTRAL] OK. So was that a letter?
[CUSTOMER][NEUTRAL] You sent
[AGENT][NEUTRAL] Yes, we, we sent information to the employer for eligibility confirmation for that data service.
[AGENT][NEGATIVE] And awaiting for that information to be returned to us.
[CUSTOMER][NEUTRAL] Um, it was sent to the employer.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, so the, this claim is not yet denied.
[AGENT][POSITIVE] That's correct. It is pending, not denied.
[CUSTOMER][NEUTRAL] But we have received the EUB from the insurance.
[AGENT][NEUTRAL] Right, that it's pending for, uh, that we're waiting for information.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] To confirm eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, can you please tell me the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[AGENT][POSITIVE] And it's been a pleasure to assist you with that claim information Ay. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] But the payment uh.