AccountId: 011433970860
ContactId: d612d7ff-d843-420c-9041-339cb31d69df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267850 ms
Total Talk Time (AGENT): 61852 ms
Total Talk Time (CUSTOMER): 93325 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d612d7ff-d843-420c-9041-339cb31d69df_20250221T21:41_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 uh [PII] from FHMC Clinic. I'm here for a claim.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Do you have the patient's policy number?
[CUSTOMER][POSITIVE] Yes, when you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] 023 098 98
[CUSTOMER][NEUTRAL] We look at
[AGENT][NEUTRAL] All right, thank you. Let me pull that up here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. It's [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Alright thank you and then what's the date of service?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] $24,742.80.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, so it looks like we did receive this claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, uh, sorry for interruption, [PII].
[CUSTOMER][NEUTRAL] Uh, I have all the information for this, uh, to claim for this data service, right? So, I just need a copy of EOP.
[AGENT][NEUTRAL] For the paid
[CUSTOMER][NEUTRAL] Uh, yeah, and also for the duplicate.
[AGENT][NEUTRAL] OK, what's the fax number you want those sent to?
[CUSTOMER][NEUTRAL] Yeah, the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, I will send both. They should be there in about 5 minutes. Do you need me to check on anything else?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yeah, I have one more, uh, date of service of this patient, uh, and different charge amount.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] It's the same date of service uh uh [PII].
[CUSTOMER][NEUTRAL] And the total charge is
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] $82.52.
[AGENT][NEUTRAL] You just need the EOB or do you need me to check the claim status?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, just need the UV.
[AGENT][NEUTRAL] Alright, I was able to locate that claim, so I'm faxing that EOB to you as well as we speak.
[CUSTOMER][NEUTRAL] OK. It's uh 5 to 10 minutes, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] 5 to 10 minutes, right?
[AGENT][POSITIVE] Yes, yes, it'll take about 5 to 10 minutes, yep.
[CUSTOMER][POSITIVE] OK. Uh, thank you, thank you, sir, for your time and information. Take care.
[AGENT][POSITIVE] You're welcome [PII] bye bye.