AccountId: 011433970860
ContactId: cd291ad6-b1fd-4fc5-8738-ea6aeefa608d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231080 ms
Total Talk Time (AGENT): 91103 ms
Total Talk Time (CUSTOMER): 72102 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/cd291ad6-b1fd-4fc5-8738-ea6aeefa608d_20250221T14:24_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I work for OSU physicians and I need to check um and see if you guys have a claim on file.
[AGENT][NEUTRAL] OK, I can certainly look at the claim status, uh, [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, his card is a little scratched out, but I think it's 08205862.
[CUSTOMER][NEUTRAL] For a [PII].
[AGENT][NEUTRAL] OK, and his last name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] OK, thank you. And is there a callback number I can have [PII] in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][POSITIVE] I appreciate that. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII] and the and the first name is [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Still just checking here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me just a moment, I'll be right back. Excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Great, thank you. And I'm sorry, what was his date of birth again? I just wanna make sure I've got the right record.
[CUSTOMER][NEUTRAL] Sure, birthday I show is [PII].
[AGENT][NEUTRAL] OK, thank you. His policy number is 02.
[AGENT][NEUTRAL] 205862. Now, you mentioned that there was a claim that we could look up. Um, what was the date of service for uh jet?
[CUSTOMER][NEUTRAL] I think the service should be.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, build them out to 3764.
[AGENT][POSITIVE] I appreciate that. Thank you. Your claim number is 355.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 86. Now, we received the claim.
[AGENT][NEGATIVE] On, uh, the, um, excuse me, the [PII], we processed it on the [PII]. Uh, these polic these policies do not cover the office visit at all. Um, so they were not, that was not going to be covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On these policies.
[CUSTOMER][NEUTRAL] Alright, alright, well I sure appreciate that, um, we will, do you, can you send me a copy of the EOB?
[AGENT][POSITIVE] Absolutely. What is your fax number?
[CUSTOMER][NEUTRAL] OK, our fax is [PII].
[AGENT][POSITIVE] OK, thank you. I'll go ahead and send that to you. Is there anything else at all I may help with?
[CUSTOMER][POSITIVE] Uh, I think that's the only visit we have outstanding for him, um, and I think he's the only one I have with your.
[CUSTOMER][NEUTRAL] Insurance company, uh, so no, not at this time.
[AGENT][NEUTRAL] OK, well thank you for contacting API. I will go ahead and get this EOB sent to you.
[CUSTOMER][POSITIVE] OK [PII], thank you for your time and I hope you have a great weekend.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm thank you for contacting AP have a