AccountId: 011433970860
ContactId: d49e5357-1b46-4f99-91ef-1666a63719d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325190 ms
Total Talk Time (AGENT): 106593 ms
Total Talk Time (CUSTOMER): 94418 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/d49e5357-1b46-4f99-91ef-1666a63719d3_20250319T13:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Nicholas Children's Hospital. I have two claims to check the status of, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with pain status, and one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thanks for your patience and could I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. May I need the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 233-7118.
[AGENT][NEUTRAL] OK, thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Can you give me the date of service and bill charges on the time, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 214 of 25 and $13,928.61.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And what's that date of service again?
[CUSTOMER][NEUTRAL] 214 of 25.
[AGENT][NEUTRAL] OK, I just make claim on file for [PII] and how was it submitted?
[CUSTOMER][NEUTRAL] Um, looks like it might have been submitted electronically.
[AGENT][NEUTRAL] OK. What pair of shoes?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What payer ID will use.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] OK, yeah, that's our payer ID, um, claims can also be faxed in or mailing.
[CUSTOMER][NEGATIVE] Your phone is cutting out really bad. I can't understand what you're saying.
[AGENT][NEUTRAL] OK, I'm sorry. Um, I said that claims can also be faxed in or mailed in if you would like to resubmit the claim.
[CUSTOMER][NEUTRAL] OK, I do have the fax number if it's the same as where we would send an ELB.
[AGENT][NEUTRAL] Um, [PII] and taking it to the claims department.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and what all is needed that just the um claim form and the primary EOB.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll get that um faxed over today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you said you had another claim?
[CUSTOMER][NEUTRAL] Uh, yes, it's for a different, um, patient.
[AGENT][NEUTRAL] OK, and what's the policy number, please?
[CUSTOMER][NEUTRAL] 02476643 M for Mike L for Larry number 8.
[AGENT][NEUTRAL] Thank you, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK and the date of service and bill charges on the claim please.
[CUSTOMER][NEUTRAL] [PII] and the charges of $4,903.04.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Yes, ma'am. We did receive that claim. We received that claim on [PII].
[AGENT][NEUTRAL] And the claim was processed on [PII].
[AGENT][NEUTRAL] The claim number is 352.
[AGENT][NEUTRAL] 9999.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim the name because we need the ELB from the primary insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll get that faxed over as well um and what did you say your name was?
[AGENT][NEUTRAL] And it's [PII] it[PII] spelled [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] OK well I thank you, [PII], for calling ATO. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Yeah