AccountId: 011433970860
ContactId: bde35cb8-e0a0-437d-88c9-9b9c476ef7ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303959 ms
Total Talk Time (AGENT): 141100 ms
Total Talk Time (CUSTOMER): 110470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/bde35cb8-e0a0-437d-88c9-9b9c476ef7ab_20250221T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, is it [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. Excuse me, [PII], last initial [PII]. I am calling from uh Prometica Fostoria Hospital billing department, following up on an ER claim um submitted for one of our clients, please.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Sure, yeah, I could check on that claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, I have a direct line and that's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] That I don't have, but I do have his social, um, and a home address and all the good stuff, so, um, so's gonna be excuse me, [PII].
[AGENT][NEUTRAL] That'll work.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. I've got a date of birth of [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII] and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII] we had a claim for $7,264.
[AGENT][POSITIVE] Got it OK thank you one moment.
[AGENT][NEUTRAL] And this was, I'm sorry, you did say that was Promedica, is that how you say it?
[CUSTOMER][NEUTRAL] Yes, it should be, um, yeah, it should be listed Prometica Fostoria Hospital. I have a tax ID and an MPI if you need it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's it, OK.
[AGENT][NEUTRAL] That's OK. No, I do believe I've found it, um, so we paid a benefit of $50 for this claim, and that did meet their maximum, um, and when you're ready I can give you that claim number and that check information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm. I'm ready.
[AGENT][NEUTRAL] OK, so that claim number is 3563879.
[AGENT][NEUTRAL] And I can also send you a copy of this EOB if you'd like [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, sure. What's, uh, do you have a fax number?
[CUSTOMER][NEUTRAL] Yes, I have a direct fax. It's gonna be [PII]. If you put my name and last initial M on there, I should get it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] 30 yep.
[AGENT][NEUTRAL] OK, I will get that sent to you and then I've also got that check number if you needed that.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, that is 2027.
[AGENT][NEUTRAL] 768.
[CUSTOMER][NEUTRAL] And when was that sent out?
[AGENT][NEUTRAL] This was issued [PII]. I am showing it has not yet cleared, um, and I can verify that address it was sent to if you'd like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I've got [PII], is that correct?
[CUSTOMER][POSITIVE] Yep, yep, that's correct, OK.
[AGENT][NEUTRAL] OK, so if you've not received it within 30 days of that issue date you can give us a call back and we will get it voided and reissued to you.
[CUSTOMER][NEUTRAL] OK, I'm making a note here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright and then um OK um do you have a reference number for today's call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, uh, so my last initial is [PII], was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, um, what is the correct mailing address for American Public Life for the claims?
[AGENT][NEUTRAL] Yeah, that's uh huh, that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] All right, I will make sure I get that updated um thank you very much for your help today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you, bye bye.