AccountId: 011433970860
ContactId: ddce98bf-c445-4dc3-920e-eaffd8b94715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192940 ms
Total Talk Time (AGENT): 85741 ms
Total Talk Time (CUSTOMER): 74857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/ddce98bf-c445-4dc3-920e-eaffd8b94715_20250214T22:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. This is [PII] calling from provider's office for checking on a claim.
[AGENT][NEUTRAL] Sure, I can check in a claim for you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, fair, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII] with [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02319989.
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It is now the [PII]. Total charges is $76,180.74.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] I'm sorry, Farah, what was the name of the provider's office this was with?
[CUSTOMER][NEUTRAL] Provider's office is going to be uh Saint Thomas Hospital for specialty surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that so we did receive this claim uh we were unable to pay a benefit as their outpatient benefit for the calendar year had been met.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, so, uh, could you please provide me the claim number?
[AGENT][NEUTRAL] Of course that is 355-724-4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And may I have the uh received date on the claim?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] This claim was received [PII].
[AGENT][NEUTRAL] And then it was processed [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'd like I can fax you a copy of this EOB fair.
[CUSTOMER][POSITIVE] Yeah, that would be great. Thank you very much.
[AGENT][NEUTRAL] OK, of course, what's that fax number for you?
[CUSTOMER][NEUTRAL] It is 469-498. Sorry, I'll repeat it. [PII]. Attention to my name, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I'm gonna read that back to you just to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] OK alrighty I'll go ahead and get that sent to you now um was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, uh, that's it. And may I have the call reference?
[AGENT][NEUTRAL] So reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you very much for helping me with this. And yes, yeah, have a great day ahead.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Mhm thank you, bye.
[AGENT][POSITIVE] Thank you bye bye.