AccountId: 011433970860
ContactId: ce3ea41e-672a-48eb-b9bd-0ab123209779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257730 ms
Total Talk Time (AGENT): 97596 ms
Total Talk Time (CUSTOMER): 99491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ce3ea41e-672a-48eb-b9bd-0ab123209779_20250321T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm with Barnes Jewish Hospital. I received an explanation of benefits on one of our patients and um
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The post cash poster here at the hospital uh is stating that they need, uh, um, oh shoot, where did it go? uh additional information?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or attachment and uh the uh EOB I don't think it really says that they need any kind of an attachment. Um, I was wondering if you could look at it with me, please?
[AGENT][NEUTRAL] Yeah, let's look at it, [PII], absolutely. What is, do you have the patient's policy number or the claim number?
[CUSTOMER][NEUTRAL] Uh, yes. Um, let me give you the claim number, then I'll go right to it. Let's see if I can find it here.
[CUSTOMER][NEUTRAL] Is that the reference number on the EOB oh here claim number I see it right here 357-411-8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. And then for the patient, I will need to verify please their name and date of birth.
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like the member, um,
[AGENT][NEUTRAL] Has their plan through a staffing agency and so we're awaiting eligibility information from the employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Do you know how typically, you know, long that usually takes like
[AGENT][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] Cause I, I've never seen this denial before, so I'm not really sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, on this, [PII], unfortunately, I'm not sure cause they would have been sent information back around the [PII] of this month.
[AGENT][NEUTRAL] Um, in regards to it, and it doesn't look like there's been any communication back at this point.
[CUSTOMER][NEUTRAL] OK. And you're saying that it was sent to the uh staffing agency?
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] The employer, yeah, yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, now does this mean that she's still employed full time?
[AGENT][NEUTRAL] Well, that's, I mean, we're, we're awaiting eligibility information. That's what we're awaiting back, so we don't know at this point, you know, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You guys would have if you wanted to verify, the only way to do that would just be by contacting the insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][POSITIVE] OK. Um, I'll just go from there, but thank you for trying to explain that to me.
[AGENT][NEUTRAL] Yeah, not a
[AGENT][NEUTRAL] No, not a problem, [PII].
[CUSTOMER][NEUTRAL] OK, uh, and, uh, [PII], do you have a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. Uh my name again is [PII], which is [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] OK. And then today. OK. OK. Well, thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.