AccountId: 011433970860
ContactId: c453adef-0971-4552-bf17-3e4014641ba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237259 ms
Total Talk Time (AGENT): 105652 ms
Total Talk Time (CUSTOMER): 75707 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/c453adef-0971-4552-bf17-3e4014641ba6_20250210T14:51_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 Surgery Center of Enid, and I got a letter from you guys on a patient, um, requesting the primary explanation of benefits. Um, do I need to fax that to you guys or mail it or?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, so you're wanting to find out, [PII] how to submit that primary EOB?
[CUSTOMER][NEUTRAL] What do we need to do?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, so yes ma'am, I can help you with that. Uh, first off, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the member's policy number?
[CUSTOMER][NEUTRAL] It is 02099852.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please, [PII] to get the member's information pulled up.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the claim number that you're calling about?
[CUSTOMER][NEUTRAL] I do, um, it's 355-832-4 for data service [PII].
[AGENT][NEUTRAL] OK, and the total bill amount on that claim, please?
[CUSTOMER][NEUTRAL] It is $6100.
[AGENT][POSITIVE] OK, thank you. Give me just a moment for you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, so [PII], yes, I can see that that is what we need for this particular claim and data service and that may be faxed to our secured fax line which is [PII]. Attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Are you, can you hear me?
[AGENT][NEUTRAL] And then once we have processed our claim, uh, if you need a copy of that explanation of benefits, you can also print it from our portal and the website for our portal, [PII] is secured. [PII].
[CUSTOMER][NEUTRAL] OK, and it was [PII]?
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][POSITIVE] OK perfect I appreciate your time and can I get a call reference number for today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you are certain.
[AGENT][NEUTRAL] You can. My name, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You are certainly very welcome. And if that's all I can help you with, thank you again for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] All right thanks you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.