AccountId: 011433970860
ContactId: cc0545d2-693b-4efb-942f-8fa4e549592f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164669 ms
Total Talk Time (AGENT): 69646 ms
Total Talk Time (CUSTOMER): 65523 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/cc0545d2-693b-4efb-942f-8fa4e549592f_20250318T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, hi, good morning. I'm calling from Doctor [PII]'s office, and I need to speak to someone in reference to um.
[CUSTOMER][NEUTRAL] Maybe a claim or eligibility to find out if this patient was eligible for the time of service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can assist with that. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the policy number?
[CUSTOMER][NEUTRAL] It's um 02051771, M as in mother, L as in Louis, number 8.
[AGENT][POSITIVE] OK, thank you very much and just to repeat to confirm I have that as 02051771 ML8.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much for the information, [PII] and you're calling to check um eligibility.
[CUSTOMER][NEUTRAL] Did they
[CUSTOMER][NEUTRAL] Yeah, the date of service for that was, um, yeah, [PII].
[AGENT][NEUTRAL] And maybe claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and the total charge is billed?
[CUSTOMER][NEUTRAL] 1800.
[AGENT][NEUTRAL] 1800. OK.
[AGENT][NEUTRAL] OK, the first question, um, answered the policy showed effective as of [PII]. It shows active now and for that date of service as far as a claim. Give me one moment.
[AGENT][NEUTRAL] OK, I did not show a claim on file for [PII] for that date of service.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No claim on file for that day of service for.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, yeah, is there any way that I can fax it to you?
[AGENT][NEUTRAL] Sure, our fax number when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] OK, so it's [PII] attention claim, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect. OK, I will just go ahead and and and print out um.
[CUSTOMER][NEUTRAL] A paper claim and and you need an EOB from um United, right?
[AGENT][POSITIVE] We do, yes.
[CUSTOMER][POSITIVE] OK, OK, I'll get it for you. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL [PII]. You have a great day bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye.