AccountId: 011433970860
ContactId: ccbe7fd9-5487-4bbb-aa25-1f9e4803df6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292959 ms
Total Talk Time (AGENT): 117445 ms
Total Talk Time (CUSTOMER): 97269 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/ccbe7fd9-5487-4bbb-aa25-1f9e4803df6f_20250213T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Holy Cross Hospital. I'm checking status on the claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], direct?
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 02496781. Peter Anderson 9657.
[AGENT][NEUTRAL] Alright, thank you for verifying all of that uh what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] [PII], uh, and the balance on the claim is $22,422.90.
[AGENT][POSITIVE] Got it. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Who am I speaking to?
[AGENT][NEUTRAL] Uh, my name is [PII]
[AGENT][NEUTRAL] You said that balance that was $22,422.90 correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh-huh, yes, ma'am.
[AGENT][NEUTRAL] OK, is that the amount uh before or after major medical paid?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Oh, it was $2,838. No, I'm sorry, yeah, $19,584.90.
[AGENT][NEUTRAL] 19, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yeah, so I do see a claim, um, and it was for we've got $19,584.90 and according to what we have here, it does state that the insured's, uh, primary insurance provided full benefits so that there are no benefits payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, we haven't received anything. So, so when did you receive this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment, let me get that for you.
[AGENT][NEUTRAL] Uh, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[AGENT][NEUTRAL] If you'd like I can send you a copy of this EOB.
[CUSTOMER][NEUTRAL] Yeah, yes, I do. Uh-huh. OK, give me the claim number. Give me the claim number.
[AGENT][NEUTRAL] OK, do you have a fax number?
[AGENT][NEUTRAL] Sure, um
[AGENT][NEUTRAL] OK, claim number is 353-0365.
[CUSTOMER][NEUTRAL] OK, you was going in and out 350.
[AGENT][NEUTRAL] Um, 353-036-5.
[CUSTOMER][NEUTRAL] OK, um, and it pays 0 because.
[CUSTOMER][NEUTRAL] Because what?
[AGENT][NEUTRAL] Um, because, uh, the primary insurance.
[AGENT][NEUTRAL] Paid everything so there wasn't a balance for us to pay?
[CUSTOMER][NEUTRAL] Primarily paid.
[CUSTOMER][NEUTRAL] Everything.
[CUSTOMER][NEUTRAL] OK, I do say everything, then you say what?
[AGENT][NEGATIVE] Yeah, there wasn't a balance for us to pay.
[CUSTOMER][NEGATIVE] No balance.
[CUSTOMER][NEUTRAL] To OK, OK, you can send the EOB to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry, [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 9573431.
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly, um, that was [PII]?
[CUSTOMER][NEUTRAL] I need a
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I would just put this to your attention, Dei.
[CUSTOMER][NEUTRAL] Uh, payment posting.
[AGENT][NEUTRAL] Payment posting, OK, got you.
[CUSTOMER][NEUTRAL] Payment posting. Yeah. Give me a reference for the call.
[AGENT][NEUTRAL] Sure, that 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?
[CUSTOMER][POSITIVE] That's all I need. Thank you so much.
[AGENT][POSITIVE] Alright, yes ma'am, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.