AccountId: 011433970860
ContactId: cdf1b7db-9e8c-4335-8bf0-03ec7f608c0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234080 ms
Total Talk Time (AGENT): 69932 ms
Total Talk Time (CUSTOMER): 64031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/cdf1b7db-9e8c-4335-8bf0-03ec7f608c0a_20250403T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with Intermountain Healthcare, and I have been sent all over the place. I'm trying to find um someone to assist me with a medical claim status.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] It's 02467446.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Um, 6 1824 296.77.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[AGENT][NEUTRAL] And that is for data service of 6-18-2024 total bill 29677. It does show that we did receive the claim on 79. It was processed on 17.
[AGENT][NEUTRAL] The claim number is 3479069. The claim shows that it processed and it denied.
[AGENT][NEUTRAL] That the maximum had been met for this service.
[CUSTOMER][NEUTRAL] OK, so is this patient responsibility?
[AGENT][NEUTRAL] That is the provider's discretion.
[CUSTOMER][NEUTRAL] OK. Do you have an EOB that I can um have, we didn't receive a response on this at all.
[AGENT][NEUTRAL] May I have a fax number please?
[CUSTOMER][NEUTRAL] It's 801.
[CUSTOMER][NEUTRAL] 783
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] 28
[AGENT][NEUTRAL] Attention.
[CUSTOMER][NEUTRAL] [PII] and then I have an account number I need attached as well.
[AGENT][NEUTRAL] And could you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the number that you want indicated?
[CUSTOMER][NEUTRAL] 126.
[CUSTOMER][NEUTRAL] 982.
[CUSTOMER][NEUTRAL] 72931
[AGENT][NEUTRAL] And what did you say that that was?
[CUSTOMER][NEUTRAL] That's an account number.
[AGENT][NEUTRAL] Account number.
[AGENT][NEUTRAL] OK, I will get that correct that request submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Just just the reference number and that'll be it.
[AGENT][NEUTRAL] The car reference number will be my first name [PII], last initial of H and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome thank you for calling American.